SQUIRE

Customer Success Manager

SQUIRE

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $70,000 - $78,000 per year

Job Level

JuniorMid-Level

About the role

  • 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.

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).
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success ManagementCustomer retentionCustomer satisfactionAccount managementUpsellingCross-sellingProduct adoptionCustomer engagementConflict resolutionPortfolio management
Soft skills
Relationship managementEmpathyActive listeningCommunicationProblem-solvingProfessionalismTrust-buildingResourcefulnessCalm under pressureConfidence