Customer Success Manager

SQUIRE

14d • $70,000 - $78,000

About The Position

As a Customer Success Manager, you will be responsible for driving post-sale customer health through proactive account management — ensuring product adoption, identifying upsell and cross-sell opportunities, de-escalating issues, and reducing churn across your book of business. Serving as the primary point of contact for our customers, you’ll build strong, trust-based relationships that foster engagement, retention, and growth.
In this role, you’ll also act as the voice of the customer - identifying ways to enhance their experience, providing strategic insights to leadership, and championing a customer-first culture that supports the long-term success of both our clients and the organization

Requirements

• 2+ years of experience in Customer Success Management, ideally within a SaaS or technology-driven environment.
• Proven success managing a high-volume, one-to-many customer portfolio, with a focus on retention, renewals, and customer satisfaction at scale.
• Experience supporting and growing SMB customers, with a strong understanding of their goals, challenges, and buying behavior.
• Skilled in relationship management and conflict resolution, with the ability to de-escalate complex situations while maintaining trust and professionalism.
• Strong empathy, active listening, and communication skills; calm, resourceful, and confident under pressure.
• Ability to travel within the US and Canada as needed (approximately 10% annually).

Responsibilities

• Manage the customer journey for 1-to-many book of business, ensuring each customer receives an exceptional experience aligned with their desired outcomes.
• Drive customer lifetime value (LTV), net dollar retention (NDR), and satisfaction (NPS) through increased product adoption and engagement.
• Build and maintain strong customer relationships through proactive account management and outcome-focused strategies.
• Identify and recommend upsell and cross-sell opportunities that align with customer goals and enhance their overall experience.
• Serve as the voice of the customer, providing strategic insights to leadership and helping guide improvements that elevate the customer experience.
• Mitigate churn by addressing risks, resolving challenges, and cultivating long-term customer health and loyalty.
• Contribute to a culture that inspires the organization to keep our customers at the center of everything we do.

Benefits

• Base Salary ($70,000 - $78,000) + Variable Compensation (20%)
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed