Director

Summary

Join EasyPost as the Director of Customer Success and lead a team to optimize customer experience, foster long-term relationships, and ensure maximum value from our products/services. Collaborate cross-functionally to improve the customer journey and drive continuous improvement initiatives.

Requirements

• Bachelor’s degree in business, marketing or a related field
• 7+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position

Responsibilities

• Lead and manage a team of Managers of CSMs, providing guidance, coaching, and mentorship
• Oversee the management of customer relationships at a strategic level
• Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives
• Collaborate with Sales, Marketing, and Product teams to ensure seamless customer onboarding and continued value delivery
• Establish and maintain strong relationships with key customers, understanding their business needs, challenges, and goals
• Implement strategies to increase customer retention rates and reduce churn
• Identify opportunities for upselling and cross-selling additional products or services to existing customers
• Work with the Sales team to drive expansion revenue from existing customers
• Act as the voice of the customer within the organization, advocating for improvements and enhancements based on customer feedback
• Ensure that customer feedback is effectively communicated to relevant teams for product development and improvement

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