Note: The job is a remote job and is open to candidates in USA. EasyPost is a YC unicorn founded in 2012, dedicated to simplifying shipping for businesses. The Customer Success Manager will manage customer renewals, understand customer needs, and ensure a smooth renewal process.

Responsibilities

• Serve as the primary point of contact for assigned customers throughout the renewal lifecycle
• Proactively manage customer renewals, ensuring timely engagement and successful completion of the renewal process
• Identify customer needs and coordinate with internal teams to address questions, concerns, or issues that may impact the renewal process
• Escalate issues to appropriate internal stakeholders to ensure timely resolution and a positive customer experience
• Conduct customer check-ins, as appropriate, to assess account health, address concerns, and prepare for upcoming renewals
• Navigate and facilitate difficult customer conversations related to renewals, account concerns, or retention risks
• Maintain accurate customer information, including contacts, account health, renewal status, and significant customer interactions within the company-supported CRM
• Collect customer feedback and insights to help EasyPost identify opportunities for improvement and enhance the overall customer experience

Skills

• Bachelor's degree
• 2-5 years of experience in a customer-facing role
• 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 strong desire to succeed
• Previous experience working in shipping and logistics a plus
• Knowledge of Salesforce and Zendesk a plus

Benefits

• Comprehensive medical, dental, vision, and life insurance
• Competitive compensation package and equity
• Monthly work from home stipend of $50
• 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

Company Overview