Customer Success Manager

Auctane • Los Angeles, CA

75d • $100,000 - $124,000

About The Position

The primary purpose of the Field Customer Success Manager position is to build and maintain strong relationships with our most strategic customers. Customer Success Managers (CSMs) learn their customer’s business goals and help them achieve those goals through the use of Auctane products and services. CSMs look for opportunities to make a customer's account as efficient as possible, as well as look for potential areas of monetization. Responsibilities include maintaining a strong knowledge of ShipStation and E-Commerce, specifically in regard to carrier choice and understanding what services yield the highest return in company monetization. Field CSMs perform these functions while embedded in the market they serve which allows them to meet with their customer face to face as often as needed. Being based in the market they serve better enables them to build strong trust and prevent customer and revenue churn. This position is remote and candidates should be based in the Los Angeles Metro Area.

Requirements

• Four or more (4+) year’s of account management and/or customer service experience
• Proven experience managing 15-30 enterprise customers OR 30-50 enterprise and SMB customers
• Has experience doing quarterly in-person customer visits
• Experience with B2B or SaaS software preferred
• High School Diploma or G.E.D required
• Based locally in LA market

Responsibilities

• Researches and analyzes current accounts for signs of efficiency and potential for monetization
• Initiates escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process
• Get in contact and meet with customers to inform them of potential savings and changes in their account that will benefit their process as well as what they are spending with their carriers
• Communicates trending questions, issues, and product suggestions internally, clearly and concisely
• Collaborates with other departments to ensure the customer experience is seamless
• Assist ShipStation support staff with resolving escalated customer conversations
• Meet with customers to analyze their account for deficiencies in workflow, automation, and carrier spend, as well as look for monetization opportunities
• Deliver Business Reviews and other value added materials to customer in person at their business/shipping locations
• In the event of major platform issues or any kind of business interruption, join the customer in person at their location, triage the issue in real time, and demonstrate our commitment to resolution

Benefits

• Flex Time Off policy
• 12 paid holidays for all US employees
• 401k employer matching program
• Annual merit reviews
• Health and Wellness options including medical, dental, and vision plans
• Employee Assistance Program with up to 8 free mental health sessions
• Gym discounts
• Education reimbursement
• Employee Referral Program
• Inclusive and upbeat work environment
• Attractive HQ in the heart of central Austin, Texas

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees