Squarespace is seeking a Customer Success Manager (CSM) Team Lead to launch & scale our Customer Success function from the ground up. This role is instrumental in shaping the early strategy & operations of a team that will engage directly with our most strategic, high-value users to improve retention, expand product adoption, & deliver measurable business outcomes. Youll manage a team of CSMs, build scalable playbooks, & collaborate cross-functionally to define the future of CS at Squarespace.

This role reports to the VP of Sales & is based out of Squarespace's NYC Headquarters (hybrid).

Youll Get To...

Customer Success Strategy & Execution

• Design, launch & manage a Customer Success program focused on driving product adoption, retention, & account health for high-value customers. Key metrics of success include growing net recurring revenue & minimizing churn. 
• Create & implement success plans, outreach cadences, & key touchpoints across the customer journey, from onboarding to renewal
• Work with your team to define & monitor customer health signals & deliver proactive, value-based engagement
• Serve as a senior voice in building CS playbooks, QBR templates, risk mitigation tactics, & cross-team coordination flows

Team Leadership & Coaching

• Recruit, onboard, & mentor a team of Customer Success Managers (CSMs)
• Foster a high-performance culture focused on customer outcomes, operational rigor, & personal growth
• Set clear team KPIs & own weekly team rhythms, reporting, & internal updates
• Collaborate on account plans with Customer Success Managers to identify opportunities to increase customer value

Cross-Functional Collaboration

• Partner with Product, Support, Analytics, Sales, & Operations teams to centralize insights, surface risks, & improve lifecycle touchpoints
• Own the retention forecast of our strategic customers, reporting risks, & their mitigation statuses
• Help identify & prioritize data & tooling requirements to support long-term program scaling
• Represent the CS function in internal strategic conversations & senior leadership reviews

Operational Design & Measurement

• Help define health scoring models, success criteria, & reporting dashboards
• Identify repeatable systems & tools to scale engagement to future cohorts
• Track & report key pilot metrics (e.g. NRR, feature adoption, CSAT, retention)

Who We're Looking For...

• 6+ years in Customer Success or Account Management, SMB experience preferred
• 3+ years of experience managing customer-facing teams (CSMs, AMs)
• Experience launching or growing CS or AM programs from early-stage to maturity
• Strong understanding of customer lifecycle management, success planning, & churn prevention
• Proven ability to lead cross-functional initiatives with Product, Support, & RevOps
• Data- & outcomes-oriented: comfortable setting goals & measuring success through dashboards, CRM tools, & customer signals
• Comfortable working in ambiguity; capable of building structure from scratch
• Experience using CS tooling such as Gainsight, Catalyst, or Totango is a plus
• Familiarity with Squarespace product is a plus

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums
• Fertility & adoption benefits
• Access to supplemental insurance plans for additional coverage
• Headspace mindfulness app subscription
• Retirement benefits with employer match
• Flexible paid time off
• 12 to 20 weeks of paid family leave
• Equity plan for all employees
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 6 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch & snacks
• Private rooftop

Cash Compensation Range: $126,500 - $203,550 USD

The base salary for this position will vary based on job-related criteria including relevant skills, experience, & location, among other factors.

In addition to the cash compensation above (which includes base salary and, where applicable for eligible roles, may include on-target commissions or overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock.

About Squarespace

Squarespace (NYSE: SQSP) is a design-driven platform helping entrepreneurs build brands & businesses online. We empower millions of customers in more than 200 countries & territories with all the tools they need to create an online presence, build an audience, monetize, & scale their business. Our suite of products range from websites, domains, ecommerce, & marketing tools, as well as tools for scheduling with Acuity, creating & managing social media presence with Bio Sites & Unfold, & hospitality business management via Tock. Our team of more than 1,700 is headquartered in bustling New York City, with offices in Chicago, Dublin, Ireland, Aveiro, Portugal, & coworking spaces in the UK, Netherlands, & Australia. For more information about our company culture, visit www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives & experiences with the world. Not only do we embrace & celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Hybrid