Senior Customer Success Manager

About PackageXPackageX is revolutionizing the logistics industry with the world's first Headless Logistics Cloud. PackageX empowers retail and commercial enterprises to achieve unprecedented success by delivering unparalleled developer experiences, workflow improvements, customer loyalty, and profitability through its logistics APIs, apps, and other cloud components.
Our vision is to build the most advanced logistics infrastructure company that orchestrates the movement of physical things and becomes the defining backbone of the digital supply chain.We're a fast-growing Seed+ stage startup in New York City with a distributed global team backed by Bullpen Capital, Pritzker Group, Sierra Ventures, Ludlow Ventures, MXV Capital, and NSV Wolf Capital.
About the roleWe are looking for our first Senior Customer Success Manager who fully understands customer success and account management with a knack to build and grow trusted relationships with customers from first contract sign-off to onboarding, implementation, adoption, engagement, renewals, and expansions.
You should love understanding and selling technology platforms and use data to make informed decisions by owning a set of qualitative and quantitative goals, including timely implementation support, product and platform adoption, expanded relationships, cross/up-sell motion, and renewals. You will develop deep and collaborative, multi-pronged strategies demonstrating the value of our platform and business every step of the way and be a single point of contact for customer communication and expectation management.
As an individual contributor within the sales team, this role will report directly to our CEO to start. Ideally, this individual will be based in NYC coming to our NY HQ on a hybrid schedule. However, we are open to remote individuals as well.
In this role, you will:Customer SuccessOversee the post-sales customer lifecycle to proactively drive platform adoption, engagement, and utilization, leading to the highest level of customer satisfaction and retention.Prepare and run strategic initiatives for quarterly customer account reviews, automated reporting, and insights.Use data and insights to track customer health and forecast and mitigate the risk of churn.Interact on a regular basis with assigned existing and new customers to answer questions, address concerns, and understand their unique business challenges.Own and report on platform adoption, engagement, and CSAT/NPS.Account ManagementBuild rapport and expand customer account relationships within and across various functions to drive additional cross/up-sell opportunities.Partner with new sales counterparts to complete account plans to ensure renewal and expansion opportunities are identified, forecasted, and actioned efficiently while taking complete ownership of expansion targets.Own and report on renewals, churn, and expansion revenues.Customer OperationsProvide product support and resolve customer and internal escalations in a timely manner.Regularly track and report on customer success and account management metrics to the leadership.Work closely with product and engineering teams during the implementation phase to ensure all required activities stay on track while maintaining ownership of the implementation and onboarding.Develop required training material in partnership with marketing and product teams.Review customer support tickets and work closely with the customer support team to ensure customer tickets are resolved in a timely manner.Develop and improve customer success processes and strategies based on customer feedback and data insights.
You’ll bring:5+ years of experience at a SaaS company managing customer success and account management for Mid-Market and Enterprise customers.A proven record of driving measurable customer outcomes and success within matrix customer organizations.Mastered multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail and a background of taking initiative.Excitement and passion for working in a fast-paced environment and having strong project management and communication skills.Superb relationship-building and management skillset with all levels of an organization (Managers, Directors, VP, C-suite).Strong skills in articulating the value proposition of a technology platform to meet customer needs.Ability to collaborate cohesively with both technical and business teams.Good understanding of APIs selling, utilization, and penetration.Exceptional interpersonal skills, empathy, and adaptability, fostering positive relationships in both individual and team settingsA start-up mindset with willingness to wear multiple hats and roll-up your sleeves.Knowledge of eCommerce/Retail, Manufacturing, and Commercial Real Estate is a big plus.
The compensation range for this role is:The range for this role is between $130-160K per year On Target Earnings (OTE). Meaning, it includes both the annual base sa