Customer Success Manager

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.

The essential functions include, but are not limited to, the following:

o Serve as the primary point of contact for assigned customers throughout the renewal lifecycle.

o Proactively manage customer renewals, ensuring timely engagement and successful completion of the renewal process.

o Identify customer needs and coordinate with internal teams to address questions, concerns, or issues that may impact the renewal process.

o Escalate issues to appropriate internal stakeholders to ensure timely resolution and a positive customer experience.

o Conduct customer check-ins, as appropriate, to assess account health, address concerns, and prepare for upcoming renewals.

o Navigate and facilitate difficult customer conversations related to renewals, account concerns, or retention risks.

o Maintain accurate customer information, including contacts, account health, renewal status, and significant customer interactions within the company-supported CRM.

o Collect customer feedback and insights to help EasyPost identify opportunities for improvement and enhance the overall customer experience.

o Bachelor's degree

o 2-5 years of experience in a customer-facing role

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 strong desire to succeed

o Previous experience working in shipping and logistics a plus

o Knowledge of Salesforce and Zendesk a plus

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% 

o 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.

o 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.

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.

o Required on-call hours.