A Customer Success Specialist builds brand loyalty by assisting customers with a variety of support levels, focusing on onboarding, conversions, customer retention and long-term platform optimization. As a Customer Success Specialist, you will help our customers determine which features are best for their sites and ensuring the site’s long-term success. 

Customer Success Specialists will assist customers to set goals for their sites and determine which features best suit their needs. We offer support through multiple channels including email, live chat, and scheduled phone calls or screen sharing sessions through our Callback program. Our mission is to provide excellent support and empower our customers to use our platform to the best of their ability. You will encourage our customers to take advantage of the full feature-set of the Squarespace platform while building trust in our service and leaving a lasting positive impression on each customer. 

This role is based out of our New York office and will report to the Customer Success Lead.

RESPONSIBILITIES

• Consult and advise customers over the phone, screen sharing, live chat and email on best practices to equip their site for success.
• Build relationships with customers to tailor our services to their needs and proactively suggest better solutions.
• Research, test and implement potential new support channels, pilots or technologies
• Create a Customer Success plan with our new customers
• Plan and manage your time to accomplish your daily responsibilities 
• Collaborate and assist cross departmentally with VIP clients, Marketing, Circle, Content and Community, Support Systems, etc.

QUALIFICATIONS

• At least 12 months of account management or customer success experience 
• Experience across a variety of channels including phone support and screen share
• Diplomacy, tact, and poise when working through high pressure customer issues
• Experience maintaining a CRM (Content Management Relationship)
• A natural relationship builder who can manage both day-to-day conversations and high level strategic discussions
• Prior experience in Enterprise Account Management, Customer Service, Sales, B2B, Account Management, running customer workshops and/or working with high-value customers is preferred
• Experience in or preference toward leading, coaching and being a peer resource is also preferred

About Squarespace

Squarespace makes beautiful products to help people with creative ideas succeed. By blending elegant design and sophisticated engineering, we empower millions of people — from individuals and local artists to entrepreneurs shaping the world’s most iconic businesses — to share their stories with the world. Squarespace’s team of more than 850 is headquartered in downtown New York City, with offices in Dublin and Portland. For more information, visit www.squarespace.com/about.

Perks

• Health insurance with 100% premium covered
• Flexible vacation & paid time off
• Up to 18 weeks of parental leave
• Equity plan
• 401(k) plan with employer match
• Free lunch and snacks when visiting one of our offices
• Gender Affirmation Surgery
• Education reimbursement

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 customer base, but we also strive for the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.