Own an expanded book of business and act as the primary post-sale contact, deepening executive and day-to-day relationships to ensure retention and value realization with parcel division clients.
Lead business reviews, on-site if applicable, with clear ROI storytelling, action logs, and follow-through, and coordinate cross-functional participation (Support, Product, Sales, Professional Services).
Drive adoption and outcomes by analyzing client usage and performance data weekly, and prescribing plays that improve KPIs and retention metrics.
Proactively manage risk, build and execute mitigation plans, document, and escalate to keep client health on track.
Coordinate with Support to review, track, and resolve open requests against SLAs (service level agreements) and close the loop with clients on outcomes and prevention steps.
Route growth signals (cross-sell/upsell/referrals) to Sales for organically identified opportunities, following the identified handoff supporting business cases as needed.
Forecast renewals with documented risk/opportunity notes and data-driven next steps, and maintain accurate CRM hygiene and cadence plans.
Mentor CSM I peers by sharing talk tracks, templates, and workflow tips, and contribute to knowledge base and SOP improvements.
Champion the client voice by synthesizing feedback and partnering with Product/Operations on enhancements and process improvements.

Bachelor’s degree preferred but not required.
3+ years in Client Success/Account Management or related role, supply-chain planning exposure (demand, purchasing, inventory) strongly preferred.
Proven success owning a larger, more complex portfolio (e.g., multi-product, multi-stakeholder) with strong renewal and satisfaction results.
Executive presence, communication, negotiation skills, and managing escalations.
Excellent written and verbal communication skills.
Organized, detail-oriented self-starter with strong problem-solving skills and the ability to influence authority.
Proficiency in Microsoft applications, particularly Power BI, HubSpot, Jira, Confluence, or related software.
SaaS experience is valued.

Generous Paid Time Off : Start with 3 weeks of PTO in your first year and enjoy 4 weeks in year two.
Give Back : Up to 20 hours of Volunteer Time Off (VTO) annually to support causes you care about.
Summer Fridays : Half-day Fridays during the summer (schedule permitting) for extra sunshine time.
Flexible Work Options : Hybrid schedule available for team members within 45 miles of the office.
Comprehensive Health Coverage : Affordable medical, dental, and vision plans for you and your family.
Retirement Savings : 6% 401(k) match after one year—fully vested from day one of eligibility.
Office Perks : Stocked snacks, drinks, fancy coffee, and even a putting green to keep things fun.

Client Success Manager II – Parcel

Key skills