Customer Success Manager

United StatesRemoteFull-Time Exemptmid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

WHO WE ARE SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities.

Technical Tools

Customer Success ManagerCustomer SuccessCustomer

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by more than 30,000 barbers across 5,000+ shops in more than a thousand cities worldwide. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

As a Customer Success Manager, you will be responsible for driving post-sale customer health through proactive account management — ensuring product adoption, identifying upsell and cross-sell opportunities, de-escalating issues, and reducing churn across your book of business. Serving as the primary point of contact for our customers, you’ll build strong, trust-based relationships that foster engagement, retention, and growth.

In this role, you’ll also act as the voice of the customer - identifying ways to enhance their experience, providing strategic insights to leadership, and championing a customer-first culture that supports the long-term success of both our clients and the organization

REPORTS TO

Manager, Customer Success

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.

The duties and responsibilities outlined above are not a comprehensive list and additional tasks may be assigned from time to time based on business needs.

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).

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