Customer Success Manager

At Squarespace, we believe great relationships drive great results. We’re looking for a Customer Success Manager (CSM) who is passionate about driving growth for a portfolio of SMB commerce customers and is excited to join us in establishing a brand new customer success motion from the ground up—someone who can think strategically, act tactically, and move decisively to help our customers grow their business on Squarespace. This isn’t about stepping into an existing playbook—it’s about writing it. From day one, you’ll have the chance to shape how we engage, grow, and win with our customers.

Whether your background is in customer success, account management, e-commerce, consulting, or entrepreneurship, what matters most is your drive and ability to deeply understand your customers’ businesses, craft value-realization plans, and drive measurable results for your customers. You’ll serve as the architect of success across your entire book of business, building trusted relationships and delivering impact at every touchpoint.

If you’re someone who thrives on ownership, loves moving fast, and gets energized by building from the ground up, this role is your chance to leave a mark—not just on your customers’ businesses, but on the future of Customer Success at Squarespace. This is a hybrid role working from our NYC office 3 days per week. This role reports to one of our Managers, CSM.

• Own Your Portfolio: Act as the strategic advisor and point of accountability for a book of upmarket or high-potential SMB customers.
• Dig into Data: Regularly analyze product usage, performance trends, and engagement signals to uncover risks, opportunities, and paths to value.
• Design Account and Success Plans: Co-create bespoke internal account team plans with your sales counterparts that align with each customer’s goals. Craft external joint success plans that expand customer use of the platform and unlock new value.
• Drive Results: Focus on outcomes—customer retention, growth, satisfaction, and advocacy—not just touchpoints or check-ins.
• Be Proactive and Predictive: Anticipate issues before they arise, surface insights before they’re requested, and act quickly to keep customers on track.
• Champion the Customer Experience: Share structured feedback with internal teams to help influence roadmap, messaging, service offerings, and the overall customer journey.
• Build and scale customer success programs: Co-create and iterate on the foundational customer success playbooks, process, and programs that efficiently accelerates adoption and customer value realization.

• 3+ years of experience in Customer Success, Account Management, Consulting, or Strategy roles—ideally in a B2B SaaS for e-commerce SMBs or product-led-growth environment.
• A proven ability to own and manage a book of business, with a track record of driving customer engagement, product adoption, and measurable retention or expansion outcomes.
• Strong analytical thinking and comfort working with customer data to surface insights, diagnose risk, and develop custom engagement strategies.
• Experience creating and executing tailored success plans that align customer goals with product capabilities and e-commerce best practices that drive long-term value–namely revenue growth on the Squarespace platform.
• Clear and confident communication skills, with the ability to navigate technical and non-technical conversations, lead strategic discussions, and build executive-level relationships.
• High personal accountability and a proactive, self-directed working style—customers and teammates trust you to follow through.
• A passion for solving problems, earning trust, and delivering meaningful impact to both customers and the business.
• Comfort with ambiguity and a natural inclination to create structure and resources that help you, your team, and customers realize objectives faster and more efficiently.
• Experience with the Squarespace platform is a plus

You won’t just manage accounts—you’ll own outcomes. As a CSM at Squarespace, you’ll have the autonomy and responsibility to shape customer journeys and build lasting value. Your work will directly influence retention, growth, and how customers experience the Squarespace brand. If you’re ready to make an impact—and have fun doing it—come build with us.

• A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision
• Supplemental Life and Disability Insurance plans
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 20 weeks for parental leave and up to 12 weeks to care for an ill family member
• Pretax commuter benefit
• Education reimbursement
• Employee donation match to community organizations
• 8 Global Employee Resource Groups (ERGs)
• Dog-friendly workplace
• Free lunch and snacks
• Private rooftop
• Hack week twice per year

The base salary for this position will vary based on job-related criteria including relevant skills, experience, and 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.

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,500 is headquartered in bustling New York City, with offices in Dublin, Ireland, Aveiro, Portugal, and coworking spaces in the UK, Netherlands, and Australia. For more information about our company culture, visit https://www.squarespace.com/about/careers.

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and 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