Customer Success Manager II
🧡📦💙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. We’re builders, problem-solvers, and “there has to be a better way” people. We like elegant architecture, fast decisions, and shipping (pun intended) improvements that power millions of deliveries every day. We stay scrappy, we move fast, and we don’t wait for permission to innovate in an industry that desperately needs it. If you want to work on systems that actually move the world—literally—you’re in the right place. 🚚✨
Position Summary:
The Customer Success Manager will be responsible for developing and maintaining strong relationships with customers to ensure their success and satisfaction. The CSM will work with customers to understand their goals, objectives, and challenges to provide personalized support and guidance.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:
o Build and nurture long-term relationships with customers, serving as their main point of contact.
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.
Minimum Education & Experience Qualifications:
o Bachelor's degree
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
Core Competencies Required:
o Knowledge & Application: Learn to use professional concepts. Applies knowledge and basic problem solving techniques to define and resolve problems. Determines a course of action based on guidelines.
o Complexity & Problem Solving:Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Work is reviewed periodically based on a set of defined procedures or precedence. Normally receives general instruction on work and new assignments.
o Collaboration & Interaction: Develops stable working relationships internally. Exchanges standard/basic information with colleagues and immediate supervisor, project leaders and other professionals in the team/group.
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o Monthly work from home stipend of $50
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:
For information on personal data processing, please see our Privacy Policy: https://www.easypost.com/privacy
"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.
If you have any questions or concerns you can reach out to me directly on LinkedIn @KristinaPerna :).