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 are happy to support your initiatives by duplicating the amount donated.
• 😊 Volunteer day. You can take 1 day off per year in order to participate in volunteering activities! We will love to see some pictures in our slack!
• Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 500-5K, depending on the complexity of the role and the hiring process.
• ⚖️ Great work-life balance. We offer a flexible work schedule and will do our best to adapt to your situation. Working in a fast-paced environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!
• 💜 An inclusive and upbeat work environment Leave your suit behind... business casual, jeans accepted kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.
• 🌍 A cross-cultural atmosphere We are a truly international team of over 20 nationalities that speak at least 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
• 🏟️ Company events Work hard, play hard! We do our best every day, even at our regular team-building events.
• 📺 Internal and external training, free access to online training platforms such as LinkedIn Learning.
• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesday-Wed-Thursday.
• 🌅 We offer 10 paid days off for U.S. holidays throughout the year!
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that help you focus on your health.
• 🛬Take the reins of your time off with our flexible PTO policy – because work-life balance should always be in your hands!
• 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…)
• 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• 🚗Free garage parking directly across from the office building.
• 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Peletons, free weights, etc.
• 💪🏽We offer a gym discount program to help you stay fit and healthy!
• 🧘🏻‍♂️Find your zen right at the heart of our Austin office with weekly onsite yoga sessions – because balance is key to our vibrant workplace culture!
• 💰401k employer matching program – because your future deserves a friendly boost!
• 📚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.
• 🐶We’ve got your furry friend covered with pet insurance discounts.
• 📄Have a helpful legal sidekick right in your back pocket with our free access to Rocket Lawyer.
• 🩺Get ready for hassle-free healthcare from the comfort of your couch – we offer free Telehealth services to keep you feeling your best!
• 💆🏻‍♀️Treat yourself to relaxation on the regular – enjoy a monthly discount at Massage Envy.
• 👕Get ready to rock our brand with style – we've got awesome company swag to offer!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏡BenefitsHub platform to obtain perks and discounts on auto/home insurance, pet insurance, travel, fitness, etc.
• 🚶🏽‍♀️Wellness programs with wellness discounts on medical benefit deduction and offers various company wellness activities/webinars and challenges such as Steps challenges and a Health Fair!
• 💲Health savings account employer contribution for HSA medical plan enrollees.

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

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