Customer Success Manager III
Founded in 2012, EasyPost is a YC unicorn whose mission is to make shipping simple for businesses, from garage startups to the Fortune 500. Shipping, now more than ever, is the backbone of the global economy, but integrating the technology-enabled operations of a modern business with the low-tech and complex shipping industry has always been a challenge. EasyPost solves this problem with the first developer-friendly REST API for shipping, and we continue to push boundaries and discover new ways to simplify shipping for all. Our team is rapidly growing, and this is the perfect time to get on board. Join us, and help build the shipping infrastructure of the future.
Position Summary:
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:
The essential functions include, but are not limited to the following:
o 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
o Own and oversee the contract renewal process for customers in your assigned book of business
o Identify customer needs and growth plans to help expand the customer footprint within Easypost’s stack of services
o Escalate issues to internal stakeholders that may arise to get appropriate support to solve the customer’s problems
o Conduct weekly/monthly/quarterly check-ins, as appropriate, to assess the overall health of the account and identify successes and potential red flags
o Mitigate churn risk through proactive action
o Maintain customer data i.e. contacts, account health, significant events, etc. in company supported CRM
o Collect data from our customers to give back to Easypost to understand where Easypost can improve and where we are succeeding
Minimum Education & Experience Qualifications:
o Bachelor’s Degree
o 5+ years of related experience in a customer-facing role or equivalent related work experience
o Demonstrated track record of effectively decreasing churn, increasing revenue, and wowing your customers
o Proven ability to work unsupervised or as a team member of both the local office team and wider company teams
o A self-starter with initiative, drive, and a strong desire to succeed
o Previous experience working in shipping and logistics is a plus
o Knowledge of Salesforce and Zendesk is a plus
Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
Physical Requirements:
o Minimal to light physical effort is required in performing duties
o Prolonged stationary periods at a desk and working on a computer
o Extensive use of computers, keyboards, and communication-based technology to exchange information
o Occasional walking and lifting may be required, and must be able to lift 15 pounds at any given time
o Travel Required: 10%
Work Environment:
o Core Values: Build and sell products we believe in, accountability and authenticity in all we do, customers guide the way, and persistence and humility
o Remote, home office, or office location with potential hybrid schedule
o Team-based culture
o Fast-paced environment
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o Monthly work from home stipend of $50
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
Data Privacy Notice for Job Applicants:
For information on personal data processing, please see our Privacy Policy: https://www.easypost.com/privacy
"EasyPost is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."
To be considered for this position, you must be authorized and based in the United States.
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