[Hiring] Customer Success Manager III @EasyPost

Role Description

The Customer Success Manager III will be responsible for developing and maintaining strong relationships with customers to ensure their success and satisfaction. The CSM will work with customers to understand their goals, objectives, and challenges to provide personalized support and guidance.

Essential Duties and Responsibilities:

• Build and nurture long-term relationships with customers, serving as their main point of contact, ensuring that customers derive value from the Easypost suite of products.
• Own and oversee the contract renewal process for customers in your assigned book of business.
• Identify customer needs and growth plans to help expand the customer footprint within Easypost’s stack of services.
• Escalate issues to internal stakeholders that may arise to get appropriate support to solve the customer’s problems.
• Conduct weekly/monthly/quarterly check-ins, as appropriate, to assess the overall health of the account and identify successes and potential red flags.
• Mitigate churn risk through proactive action.
• Maintain customer data i.e. contacts, account health, significant events, etc. in company supported CRM.
• Collect data from our customers to give back to Easypost to understand where Easypost can improve and where we are succeeding.

Qualifications

• Bachelor’s Degree.
• 5+ years of related experience in a customer-facing role or equivalent related work experience.
• Demonstrated track record of effectively decreasing churn, increasing revenue, and wowing your customers.
• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.
• A self-starter with initiative, drive, and a strong desire to succeed.
• Previous experience working in shipping and logistics is a plus.
• Knowledge of Salesforce and Zendesk is a plus.

Requirements

Physical Demands and Work Environment:

• Minimal to light physical effort is required in performing duties.
• Prolonged stationary periods at a desk and working on a computer.
• Extensive use of computers, keyboards, and communication-based technology to exchange information.
• Occasional walking and lifting may be required, and must be able to lift 15 pounds at any given time.
• Travel Required: 10%.

Work Environment:

• Core Values: Build and sell products we believe in, accountability and authenticity in all we do, customers guide the way, and persistence and humility.
• Remote, home office, or office location with potential hybrid schedule.
• Team-based culture.
• Fast-paced environment.

Benefits

• Comprehensive medical, dental, vision, and life insurance.
• Competitive compensation package and equity.
• Monthly work from home stipend of $50.
• Flexible work schedule and paid time off.
• Collaborative culture with a supportive team.
• A great place to work with unlimited growth opportunities.
• The opportunity to make massive contributions at a hyper-growth company.
• Make an impact on a product helping ship millions of packages per day.