Customer Success Manager III

EasyPost is a rapidly growing company focused on simplifying shipping for businesses. The Customer Success Manager III will develop and maintain strong relationships with customers to ensure their success and satisfaction, providing personalized support and guidance while overseeing contract renewals and identifying customer needs.

Responsibilities:

• Build and nurture long-term relationships with customers, serving as their main point of contact, ensuring that customers derive value from the Easypost suite of products
• Own and oversee the contract renewal process for customers in your assigned book of business
• 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
• Mitigate churn risk through proactive action
• 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

Requirements:

• Bachelor's Degree
• 5+ years of related experience in a customer-facing role or equivalent related work experience
• 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 a strong desire to succeed
• Previous experience working in shipping and logistics is a plus
• Knowledge of Salesforce and Zendesk is a plus