Customer Success Manager

Position Overview

• Location Type: Remote (Denver, Colorado or Salt Lake City, Utah)
• Employment Type: Full-Time
• Salary: $110K base + $16K variable

The primary purpose of the Field Customer Success Manager position is to build and maintain strong relationships with Auctane’s 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. 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.

Requirements

• Strong knowledge of ShipStation and E-Commerce, specifically in regard to carrier choice and understanding what services yield the highest return in company monetization.
• Ability to build and maintain strong relationships with customers.
• Excellent communication and interpersonal skills.
• Analytical skills to research and analyze customer accounts.
• Familiarity with Salesforce, Looker, and MGMT.

Responsibilities

• Research and analyze current accounts for signs of efficiency and potential for monetization.
• Proactively engage with customers to understand their business goals and challenges.
• Recommend and implement Auctane products and services to help customers achieve their goals.
• Provide exceptional service and technical expertise in shipping, logistics, software, and hardware.
• Drive customer retention and increase merchant shipments by saving them time and money.
• Travel 3-4 days per week to customer locations.
• Travel to Auctane’s home office or other training/meeting locations within the US 2-4 times per year.

Company Information

About Auctane: Auctane is 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.

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

Application Instructions

• (Information not provided in the job description)