Note: The job is a remote job and is open to candidates in USA. EasyPost is a YC unicorn founded in 2012, dedicated to simplifying shipping for businesses. The Customer Success Manager will manage customer renewals, understand customer needs, and ensure a smooth renewal process.
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
Skills
- 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
Benefits
- Comprehensive medical, dental, vision, and life insurance
- Competitive compensation package and equity
- Monthly work from home stipend of $50
- Flexible work schedule and paid time off
- Collaborative culture with a supportive team
- A great place to work with unlimited growth opportunities
- The opportunity to make massive contributions at a hyper-growth company
- Make an impact on a product helping ship millions of packages per day
Company Overview