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.
You'll Get To...
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 accelerate adoption and customer value realization.
Who We're Looking For...
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.
Why This Role at Squarespace
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
12 weeks paid parental leave and family care leave
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
Cash Compensation Range: $70,000 - 90,000 USD
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 overtime pay), Squarespace employees are eligible to be granted an option to purchase our common stock. Sales positions generally offer a competitive On Target Earnings (OTE) incentive structure in addition to base salary.
About Squarespace
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 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, visit https://www.squarespace.com/about/careers .
Our Commitment
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.
Race/Ethnicity definitions as provided by the EEOC
Asian: A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam.
Black or African American: A person having origins in any of the black racial groups of Africa.
Hispanic or Latino: A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.
Native American or Alaska Native: A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment.
Native Hawaiian or Pacific Islander: A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands.
White: A person having origins in any of the original peoples of Europe, the Middle East, or North Africa.
Two or More Races: All persons who identify with more than one of the five races listed above (White, Black or African American, Native Hawaiian or Pacific Islander, Asian, Native American or Alaska Native). For the purposes of this group, identifying as Hispanic or Latino and only one of the listed 5 race groups does NOT qualify.
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