EasyPost
Customer Success Manager
EasyPost is not only helping e-commerce companies with accurate tracking and logistics, we are delivering hope and spreading smiles to homes all across the country. We push boundaries and change the status quo through our restful API, allowing companies greater control over their shipping. We continue to disrupt the shipping industry, and this is the best time to get on board. We are out to do things differently, to consistently change, grow, and progress. Join us in building the shipping infrastructure.
The primary responsibility of a Customer Success Manager is to be an advocate for the customer with internal stakeholders at EasyPost. We build trust with our companies by being actively engaged in helping them grow. A CSM is able to build and show value to customers using the EasyPost platform.
What You’ll Do:
- Work with clients to prevent churn
- 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
- Have the hard conversations
- 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
- Work to delight our customers throughout their journey with EasyPost so they become evangelist
About You:
- 1-2 years of experience in a customer-facing role
- 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 strong desire to succeed
- Previous experience working in shipping and logistics a plus
- Knowledge of Salesforce and Zendesk a plus
What We Offer:
- Competitive salary
- Comprehensive medical, dental, and vision benefits
- Flexible work schedule and paid time off
- The opportunity to make massive contributions at a fast-growing start-up
- A great place to work with a collaborative team and culture
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Customer Success Manager