Customer Success Manager
About The Position
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.
Requirements
- 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
Nice To Haves
- Previous experience working in shipping and logistics a plus
- Knowledge of Salesforce and Zendesk a plus
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
