Manager, Customer Success

 

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

The role of Manager, Customer Success is responsible for implementing our customer success initiatives. This role requires a deep understanding of our products and services, specifically in the realms of eCommerce, software/technology, SaaS, retention strategies, customer relationship management, and shipping. This role will identify opportunities for efficiency improvements and monetization, ensuring that customers' business goals are met through the effective use of Auctane products. The role demands a strong focus on maintaining high levels of customer satisfaction, reducing churn, protecting net revenue retention, and driving revenue growth.

About the Team

The Customer Success department's purpose is to to build and maintain strong relationships with our most strategic and highest revenue producing customers. The team provides customers with exceptional service and technical expertise in shipping, logistics, software and hardware. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending and implementing Auctane products and services.

What will you be doing?

• Team Goals:
• Lead a Customer Success team, focusing on elevating team capabilities and performance.
• Foster a culture of continuous learning, operational excellence, and development within the team.
• Ensure the delivery of consistent, high-quality customer interactions that drive satisfaction, loyalty, and account retention.

• Program Goals:
• Establish a foundation of continuous improvement for programs related to customer engagement, success, and advocacy.
• Leverage technology and automation to enhance efficiency and scalability of the customer success team.
• Create and execute customer retention strategies to reduce churn and increase customer lifetime value.
• Monitor and ensure that CSMs are meeting/exceeding key performance indicators (KPIs); make adjustments to processes when KPIs are not being met.

• Cross-functional Goals:
• Collaborate with Product, Marketing, and Sales to ensure a seamless customer experience.
• Influence product development and enhancements based on customer feedback and success metrics.
• Communicate strategic insights and findings across the organization to align efforts and drive customer-centric decisions.

What are we looking for?

• You are self-driven, highly organized, and have a proactive nature
• You have excellent written and verbal communication and interpersonal skills
• You have knowledge of customer success processes and best practices
• You are a patient, empathetic and active listener with a passion for service
• You have excellent problem-solving skills

What will make you stand out?

• Two or more (2+) years’ experience managing a customer-facing team in account management, customer success and/or sales.
• Four or more (4+) years’ relevant experience in customer success, account management, support, or related field
• Bachelor’s degree or equivalent professional experience.
• Experience in SaaS & eCommerce
• Strong understanding of e-commerce and CSM best practices

The Tech

• CRM software including Salesforce, Gainsight, Planhat
• Reporting software including Looker, Tableau
• MS Excel, Word, PowerPoint or Google Sheets, Slides, Docs
• Sales tools such as Outreach, Salesloft, or Salesforce Sales Engagement, Gong
• Customer Engagement platforms such as Pendo, Segment, Hubspot

What do we offer?

• 📦 Discount on your personal shipment orders via stamps.com and GlobalPost.
• 💙 Charitable donation matching! We