Customer Success Manager USA

parcelLab, the leading Post-Purchase Experience platform, is growing internationally. We’re looking for the best talent from across the world to help us bring people and brands closer together.

As a forward-thinking organization that values innovation, collaboration, and a strong product focus, we are looking for candidates experienced in owning customer relationships, driving customer product adoption, satisfaction, retention, and growth.

You will be joining our Customer Success Team as a Customer Success Manager.

For success in this role you will be seen by your customers as their strategic advisor. You will be the customer champion, owning the customer relationship, and driving the account strategy to maximize Gross Retention, Net Retention, and ARR Growth within your book of business.

As a digital-first company, we offer greater flexibility in working location. Therefore, you can work from one of our We Work offices in Boston or remotely from the East Coast of the US.

What you can expect:
Onboarding – working with our Implementation team, you’ll guide our customers through the parcelLab platform ensuring they have the ability to utilize the platform to its full potential whilst advising on best practices
Renewals – you’re planning the renewal journey with customers months ahead, and you’re able to demonstrate parcelLab’s value and what that looks like over multiple years driving Gross Retention Rate within your book of business.
Voice of the Customer you bring back the good, the bad, the ugly, warts and all, and work closely alongside the rest of the business to ensure the customer’s voice is being heard
Upselling / Cross-selling – you’re constantly identifying areas of improvement and value for our customers creating sales qualified opportunities to drive for additional Net Retention within your book.
Success Plans – Creation and maintenance of Success Plans and business reviews for your portfolio of accounts
Navigate Risk – sometimes the risk is inevitable, but the ability to be proactive, identify, and mitigate the risk is a must
Process Improvements – Continuously improving and contributing to the way we work as a company

Onboarding and Adoption

Own the handover of the customer from Sales Implementation
Manage communications and touch-points during the kick-off and introduction to Implementation Manager
Address escalating client issues with speed and urgency, orchestrating resources across the company as appropriate.
Driving product adoption and usage patterns
Anticipates challenges and issues by ensuring that the implementation was properly conducted and provides feedback to Implementation Manager and Customer.

Drive Value

Owns a book of business and develops new relationships to increase customer coverage
Work with the product team to manage product requests with strategic clients
Run regular account reviews with clients to ensure the relationship remains healthy and share structured updates on product and service developments.
Educate the client about our product roadmap and undertake product training for users.
Proactively aligns with internal and customer teams on business priorities. Collects external information on customer business needs and strategy. Develops a deep understanding of customer and use case and documents for commercial and product development purposes.
Drives self-sufficiency within the customer operations and introduces relevant teams and escalation flows within the parcelLab organization

Drive Loyalty and Customer Growth

Using a data-driven approach, performs assessments and analyses of customers’ adoption activities and identify potential cross-sell opportunities
Logs opportunities in the pipeline for Sales fulfillment
Monitors Customer Health Indicators
Identify accounts likely to churn based on usage data, customer engagement, queries, and information and develop strategies to retain and turn around these high-risk.
Engages with and influences business and technical decision-makers by providing feedback or insights to help customers define and realize their business goals. Acting as a trusted advisor.
Follows our customer success playbook
Acts as Voice of Customer for internal teams and maintains their book of business informed about Product Roadmap
Conducts regular meetings with the customer to increase value realization and to identify opportunities for usage or cross-sell
What you need to succeed:
3+ years of dedicated experience as a Customer Success Manager or Account Manager (owning, retaining, and growing a book of business)
Experience or exposure across a SaaS company and a technical level of product understanding
Highly effective communication and presentation skills, both written and verbal, and excellent listening skills
A detail-orientated approach, allowing you to quickly ascertain key priorities
Proven troubleshooting & problem-solving skills, and a keen interest in Customer Excellence and Success
A strong teamwork ethic with the confidence to work autonomously
Perks & Benefits:

🧠 Plenty of room for your own ideas…space to try, fail and learn!

🛳 Comprehensive 30-60-90 day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities

🏝 Equipped with the latest MacBook or PC, as a digital-first company, you choose whether to work entirely from home, in one of our offices or a mix that suits you. Not close to one of our offices No problem! Find yourself a co-working space instead, and we’ll help cover the costs

🚀 Career development opportunities, including our Leadership Development Program and our Mentorship Program, as well as online language courses, available budgets for further training and access to LinkedIn Learning

🧘🏽‍♀️ Stay grounded with our free meditation, mindfulness and coaching sessions via our mental wellbeing platform TELUS.health

🎉 Regular company retreats, parcelLab events (in-person and online), local and regional meet-ups, as well as team off-sites

🌏 Be part of a motivated, diverse and international team made up of over 25 different nationalities; and with a great rating for company culture and employee experience on Glassdoor, you’ll love working here!

About parcelLab:

We bring people and brands closer together by closing the experience gap post-sales and beyond, transforming operational complexity into opportunities to outperform for 550+ brands worldwide, including IKEA, Bose, Puma, Lidl, Farfetch and Nespresso.

With offices in Munich, London and Boston, we have been highlighted by the Financial Times as one of the fastest-growing technology companies in Europe in 2021.

It’s all in a day’s work for us:

– Monitor over six million shipments per day

– Now actively managing operations experiences in 153 countries across the globe

– Send around thirteen million pro-active, personalized, event-driven emails

– Shipping data comes from more than 150+ carriers worldwide, including DHL, FedEx & DPD

– Creating over 40 million reasons for people to fall in love with brands each day

For brands, that means more chances to create relationships that last. And for the people that buy from them, it means turning mundane operational moments into moments of joy.