Manager, Customer Success

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, Logistics, SoftwareIndustries

Requirements

The ideal candidate will have 3+ years of experience in a supervisory or management role within software Customer Success, Account Management, or Sales, with a total of 7+ years in customer success or sales/account management. Experience managing 5-10 direct reports and SaaS experience, including familiarity with onboarding, training, and post-sales services, is required. A preference is given for experience with e-commerce, shipping, logistics, or adjacent spaces, as well as consumption-based software products and services. Proficiency with CRM software like Salesforce, reporting software like Looker, Google Suite, and sales/customer engagement tools is also preferred.

Responsibilities

This role will lead, mentor, and develop a team of Customer Success Managers (CSMs) to foster career growth and high performance. The Manager will develop and execute strategies for churn mitigation and account expansion in collaboration with cross-functional teams. They will define and track KPIs and strategic objectives related to revenue, retention, and customer satisfaction, utilizing analytics and customer data to inform strategies and enhance customer experiences. Additionally, the role involves collaboration on forecasting, staffing plans, and team-scale processes.

Skills

Customer Success Management

Team Leadership

Mentoring

Account Management

Churn Mitigation

Revenue Growth

Sales Strategy

Product Adoption

Customer Retention

Relationship Building

Carrier Diversification

Inventory Management

Warehouse Workflows

Software Optimization

Tech Stack Best Practices

Auctane

Provides shipping and logistics technology solutions

About Auctane

Auctane provides a suite of technology solutions, including ShipStation, Stamps.com, Packlink, ShipEngine, and Metapack, to address logistic challenges with same-day delivery, intuitive shipping software, and a network of 3PL providers. The technology orchestrates the movement of millions of letters and packages globally, serving over 1,000,000 customers annually and reaching 250 countries and territories.

4301 Bull Creek Rd, Austin, TX 78731, USAHeadquarters

2011Year Founded

VENTURE_UNKNOWNCompany Stage

Data & AnalyticsIndustries

1,001-5,000Employees