Customer Success Manager
Remote
Customer Success – Customer Success Manager /
Full time /
Remote
About the role:
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.
What you will do:
o Build and nurture long-term relationships with customers, serving as their main point of contact.
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 Have the hard conversations.
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.
About you:
o Bachelor’s Degree
o 5+ years of related experience in a customer facing role, master’s degree and 3+ years of related experience, 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 strong desire to succeed.
o Previous experience working in shipping and logistics a plus.
o Knowledge of Salesforce and Zendesk a plus.
