Customer Success Manager USA

parcelLab the leading Post-Purchase Experience platform is growing internationally. Were 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 youll 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 - youre planning the renewal journey with customers months ahead and youre able to demonstrate parcelLabs 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 customers voice is being heard
• Upselling / Cross-selling - youre 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 fullfilment
• 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:

• 1-3 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