Manager, Customer Success

Remote - US

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Endicia, Metapack, GlobalPost, Packlink, and Return Rabbit. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

The role of Area 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.

This position is remote and can be located in California, Colorado, or Utah.

For applicants based in California and Colorado, the compensation for this role is $110k base + $46k variable commission. 

Travel Requirements: 

  • Regional travel, 40% or more
  • Expectation of 2-3 days per week in the field

Sales Perks:

  • 🌴 Fully Paid Annual International President's Club Trip (Auctane Employee Plus One)
  • 🌐 Exciting and Motivating Annual Global Revenue Kick Off Week at HQ in Austin, TX
  • 💰Competitive Compensation Packages 

About the team

The Customer Success department's purpose is 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?

  • Lead a field-based Customer Success team; own strategy, performance, and exceed targets to achieve business outcomes.
  • Recruit, onboard, and foster a culture of continuous learning, operational excellence, and development to ensure team success.
  • Ensure the delivery of consistent, high-quality customer interactions that drive satisfaction, loyalty, and account retention.
  • Operate with urgency on escalations, eliminate blockers, and improve team effectiveness.
  • Program Goals:
    • Establish a foundation of continuous improvement for programs related to customer engagement, success, and advocacy.
    • Leverage technology and automation to enhance the 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 CSAs 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 accountable, 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?

  • Performance history, achievements, and/or awards from leading a customer success or account management group.
  • Two or more (2+) years’ experience managing a customer-facing team in account management, customer success and/or sales in a field setting.
  • 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
  • Strong understanding of e-commerce and CS best practices

The Tech

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

What do we offer?

  • 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
  • 🌅 We offer 12 paid holidays for all of our US employees!
  • 💰401k employer matching program – because your future deserves a friendly boost!
  • ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
  • 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
  • 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
  • 💪🏽We offer gym discounts to help you stay fit and healthy!
  • 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way. 
  • 🔗 Employee Referral Program! We reward employees helping us find top talent!
  • 💜 An inclusive and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.
  • 🏢 Attractive HQ in the heart of central Austin, Texas.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

  • Sit for prolonged periods of time
  • Utilize wrist and hands for a prolonged period of time
  • Walk short distances
  • Stand for short periods
  • Speaking and conversing with others
  • Lift up to 25lbs without assistance up to chest height

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