Customer Success Manager

Position Summary

The Customer Success Manager will be responsible for managing customer renewals and will work closely with customers to understand their needs, address challenges, and guide them through a seamless renewal process.

Essential Duties and Responsibilities

• Serve as the primary point of contact for assigned customers throughout the renewal lifecycle.
• Proactively manage customer renewals, ensuring timely engagement and successful completion of the renewal process.
• Identify customer needs and coordinate with internal teams to address questions, concerns, or issues that may impact the renewal process.
• Escalate issues to appropriate internal stakeholders to ensure timely resolution and a positive customer experience.
• Conduct customer check-ins, as appropriate, to assess account health, address concerns, and prepare for upcoming renewals.
• Navigate and facilitate difficult customer conversations related to renewals, account concerns, or retention risks.
• Maintain accurate customer information, including contacts, account health, renewal status, and significant customer interactions within the company-supported CRM.
• Collect customer feedback and insights to help EasyPost identify opportunities for improvement and enhance the overall customer experience.

Minimum Education & Experience Qualifications

• Bachelor's degree
• 2-5 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

Core Competencies Required

• Knowledge & Application: Learn to use professional concepts. Applies knowledge and basic problem solving techniques to define and resolve problems. Determines a course of action based on guidelines.
• Complexity & Problem Solving: Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Work is reviewed periodically based on a set of defined procedures or precedence.
• Collaboration & Interaction: Develops stable working relationships internally. Exchanges standard/basic information with colleagues and immediate supervisor, project leaders and other professionals in the team/group.

Physical Requirements

• 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.

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.
• Required on-call hours.