Customer Success Manager
Lehi, UT, USA
Posted on Wednesday, October 25, 2023
Founded in 2012, EasyPost is a YC unicorn whose mission is to make shipping simple for businesses, from garage startups to the Fortune 500. Shipping, now more than ever, is the backbone of the global economy, but integrating the technology-enabled operations of a modern business with the low-tech and complex shipping industry has always been a challenge. EasyPost solves this problem with the first developer-friendly REST API for shipping, and we continue to push boundaries and discover new ways to simplify shipping for all. Our team is rapidly growing, and this is the perfect time to get on board. Join us, and help build the shipping infrastructure of the future.
About the role:
The primary responsibility of a Customer Success Manager is to be an advocate for the customer with internal stakeholders at EasyPost. We build trust with our companies by being actively engaged in helping them grow. A CSM is able to build and show value to customers using the EasyPost platform.
What you will do:
o Work with clients to prevent churn
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
o Work to delight our customers throughout their journey with EasyPost so they become evangelist
o 2-5 years of experience in a customer-facing role
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
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o 401(k) match
o Monthly work from home stipend of $50 net
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
Data Privacy Notice for Job Applicants:
"EasyPost is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."
To be considered for this position, you must be authorized and based in the United States.