Customer Success Manager

Summary

Join EasyPost, a rapidly growing YC unicorn, as a Customer Success Manager and become a customer advocate within our organization. You will work directly with clients to prevent churn, identify growth opportunities, and escalate issues to internal teams. This role requires strong communication and problem-solving skills, along with a proven track record of success in customer-facing roles. You will conduct regular check-ins, maintain customer data, and collect feedback to improve EasyPost's services. We offer a comprehensive benefits package, including competitive compensation, health insurance, flexible work schedule, and opportunities for professional growth.

Requirements

• 3+ 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

Responsibilities

• 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

Preferred Qualifications

• 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
• 401(k) match
• Monthly work from home stipend of $50 net
• 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