.At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with about 400 people between New York, Dublin and a remote workforce. Customer Success Specialists work with our customers every day through email and live chat support interactions to ensure that they are achieving success with our platform and reaching their desired goals.We are looking for a leader that is passionate and knowledgeable about all aspects of running an online business in the SMB space. The Manager of Customer Success will help create a results-driven framework that shifts ideologies from reactive to proactive. You will develop cross-sell and upsell tactics, increasing product engagement of product add-ons and services. You will ensure customer satisfaction and retention for existing customers remains high. In addition to this, you will monitor the effectiveness of the greater Customer Success team and support Team Leads in forming a high performance team culture.You will report to the Director of Customer Support.ResponsibilitiesManage and oversee the operations for a team of Customer Success Team Leads and Specialists. Provide coaching and expertise to help teams achieve their performance targets.Improve the customer experience by shifting the team's approach from a reactive support operation to a proactive results-driven outreach.Segment the customer base to identify opportunities for upselling and cross-selling based on customer needs and behavior.Facilitate relationships with Marketing, Help Center and Analytics teams to accurately size new opportunities and identify prospects and implement new initiatives.Implement strategies to drive revenue by increasing sales of product add-ons and product engagement to existing customers.Partner with Customer Operations Analytics to build KPIs to attribute conversions and product adoption to Customer Success Specialists' performance.Prepare reports for Senior Leadership and Finance to demonstrate measurable results with incremental ROI, product adoption rates, and customer satisfaction scores.Create a new results-based incentive plan to reward specialists for their impact.Refine the customer contact flow and proactive outreach to create meaningful customer interactions.Explore sales engines and Customer Relationship Management tools that map trends, report statistics, and make predictions for specialists