parcelLab is hiring a
Customer Success Manager

Summary

parcelLab is seeking a Customer Success Manager with at least 3 years of experience to join their international team. The role involves owning customer relationships, driving account strategy, and maximizing retention and growth. The company offers flexibility in working location and provides comprehensive onboarding, career development opportunities, mental wellbeing support, regular company events, and a diverse, international team.

Requirements

• 3+ years of dedicated experience as a Customer Success Manager or Account Manager (owning, retaining, and growing a book of business)
• Experience or exposure across a SaaS company and a technical level of product understanding

Responsibilities

• Own the customer relationship and drive the account strategy to maximize Gross Retention, Net Retention, and ARR Growth within your book of business
• Guide customers through the parcelLab platform during onboarding, ensuring they can utilize it to its full potential
• Plan renewal journeys with customers and demonstrate parcelLab's value over multiple years
• Bring back customer feedback to improve the company's operations
• Identify areas of improvement and create sales qualified opportunities for additional Net Retention
• Create and maintain Success Plans and business reviews for your portfolio of accounts
• Navigate risk, be proactive, identify, and mitigate risks
• Continuously improve and contribute to the way the company works

Benefits

• Comprehensive 30-60-90 day onboarding plan in place from the very first day to help integrate seamlessly with the rest of the company and understand new responsibilities
• Equipped with the latest MacBook or PC, choose whether to work entirely from home, in one of our offices or a mix that suits you
• Career development opportunities, including our Leadership Development Program and our Mentorship Program, as well as online language courses, available budgets for further training and access to LinkedIn Learning
• Free meditation, mindfulness and coaching sessions via our mental wellbeing platform TELUS.health
• Regular company retreats, parcelLab events (in-person and online), local and regional meet-ups, as well as team off-sites
• Be part of a motivated, diverse and international team made up of over 25 different nationalities; and with a great rating for company culture and employee experience on Glassdoor, you’ll love working here!