Customer Success Manager

Customer Success Manager

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, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

About the Role

The primary purpose of the Field Customer Success Manager position is to build and maintain strong relationships with our 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. Responsibilities include maintaining a strong knowledge of ShipStation and E-Commerce, specifically in regard to carrier choice and understanding what services yield the highest return in company 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.

This position is remote and candidates should be based in the Los Angeles Metro Area.

Travel Requirements:

• Spend 3-4 days per week physically with customers at their shipping locations
• Travel to Auctane's home office or other training/meeting locations within the US 2-4 times per year.

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

Salary Range for CA applicants is: $100K base + $24K variable commission.

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?

• Researches and analyzes current accounts for signs of efficiency and potential for monetization
• Initiates escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process.
• Get in contact and meet with customers to inform them of potential savings and changes in their account that will benefit their process as well as what they are spending with their carriers.
• Communicates trending questions, issues, and product suggestions internally, clearly and concisely.
• Collaborates with other departments to ensure the customer experience is seamless.
• Assist ShipStation support staff with resolving escalated customer conversations.
• Travel to customer locations and provide in-person guidance and partnership.

What Are We Looking For?

• Four or more (4+) year's of account management and/or customer service experience
• Proven experience managing 15-30 enterprise customers OR 30-50 enterprise and SMB customers
• Has experience doing quarterly in-person customer visits
• Experience with B2B or SaaS software preferred
• High School Diploma or G.E.D required
• Based locally in LA market. 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.

The Tech

• Salesforce
• Zoom
• Zendesk
• JIRA
• Slack
• G Suite
• Looker

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

Equal Opportunity Employer/Veterans/Disabled