Customer Success Manager

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SQUIRE

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SaaS • B2B • Retail

SQUIRE est un système de gestion tout-en-un pour les barbiers, conçu pour aider les salons de coiffure à attirer et fidéliser les clients, rationaliser les opérations et développer leur activité. La plateforme offre une suite complète de fonctionnalités, incluant la réservation en ligne, les paiements, les rappels de rendez-vous, les codes promo, les programmes de fidélité, les cartes cadeaux et la gestion des listes d'attente. SQUIRE cible à la fois les barbiers et les propriétaires d'entreprises en fournissant des outils pour la planification, la gestion des clients, le marketing, le point de vente, la gestion du personnel et l'analyse. En simplifiant les opérations quotidiennes, SQUIRE permet aux barbiers de se concentrer sur leur métier tout en améliorant l'expérience client et en augmentant les revenus.

201 - 500 employés

Fondée en 2015

☁️ SaaS

🤝 B2B

🛒 Commerce de détail

Description

• 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.

🎯 Exigences

• 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).

🏖️ Avantages

• 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