Customer Success Manager

Easypost - Lehi, UT

Full-time - Mid Level

Remote - Lehi, UT

Support Activities for Transportation

About the position

The Customer Success Manager at EasyPost plays a crucial role in advocating for customers and ensuring their success with the EasyPost platform. This position focuses on building trust with clients, preventing churn, and identifying growth opportunities within EasyPost's services. The CSM will engage with customers to assess account health, escalate issues, and maintain comprehensive customer data, ultimately aiming to delight customers and turn them into advocates for the company.

Responsibilities

• Work with clients to prevent churn
• 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 to assess the overall health of the account and identify successes and potential red flags
• Maintain customer data in company-supported CRM
• Collect data from customers to provide feedback to EasyPost for improvement
• Delight customers throughout their journey with EasyPost to encourage them to become evangelists.

Requirements

• 3+ years of experience in a customer-facing role
• Demonstrated track record of effectively decreasing churn and increasing revenue
• Proven ability to work unsupervised or as part of a team
• Self-starter with initiative, drive, and strong desire to succeed
• Knowledge of Salesforce and Zendesk is a plus

Nice-to-haves

• Previous experience working in shipping and logistics

Benefits

• Comprehensive medical, dental, vision, and life insurance
• Competitive compensation package and equity
• 401(k) match
• Monthly work from home stipend of $50 net
• Flexible work schedule and paid time off
• Collaborative culture with a supportive team
• Unlimited growth opportunities
• Opportunity to make massive contributions at a hyper-growth company