Customer Success Manager

WHO WE ARESQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store. SUMMARYAs 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 organizationREPORTS TOManager, Customer Success\nJOB DUTIES AND RESPONSIBILITIESManage 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.The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.REQUIREMENTS AND QUALIFICATIONS2+ 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).Fluency in verbal and written communication in Spanish.WHAT WE OFFERBase Salary ($70,000 - $78,000) + Variable Compensation (20%) New hire stock grant100% employer paid medical, dental, and vision insurance for you and your dependents401K plan with company contributionGenerous PTO and Parental Leave policies\nInterview AccommodationsSQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to recruiting@getsquire.com and someone on our team will respond to your request. EEO ProvisionSQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Pay Transparency Nondiscrimination ProvisionSQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.E-Verify ParticipationSQUIRE participates in E-Verify. Learn more about E-verify here. Please mention the word **SUCCESSES** and tag RMTguMjA2Ljg5LjEyMQ== when applying to show you read the job post completely (#RMTguMjA2Ljg5LjEyMQ==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.