Digital Customer Success Manager

At parcelLab were reshaping how the worlds leading brands manage the post-purchase experience.

Our post-purchase platform helps companies like John Lewis Chicos Yeti AllSaints and others transform every touchpoint into moments that drive customer engagement build loyalty and create customers for life.

We are looking for a full-time Digital Customer Success Manager to join our global Customer Success team. This role is focused on driving adoption value and retention at scale across a portfolio of customers using a digital-first data-driven Customer Success approach.

The Role:

The Customer Success team is responsible for ensuring our customers continuously realize value from parcelLab beyond go-live. As a Digital Customer Success Manager you will own a large portfolio of customers and ensure they are successful through structured onboarding product adoption proactive engagement and scalable enablement supported by data automation and our Customer Academy.

What youll do:

• Youll be the primary post-launch owner of the customer relationship for a portfolio of digital / mid-market accounts ensuring long-term value realization and retention

• You take over from the Implementation Manager after go-live ensuring a smooth handover from onboarding into ongoing success

• You drive product adoption and outcomes at scale using digital touchpoints such as automated journeys webinars in-app guidance campaigns and learning paths

• You develop a deep understanding of your customers business goals operational challenges and KPIs particularly across e-commerce logistics customer service and post-purchase experience

• You proactively monitor health signals usage data and risk indicators and intervene early to prevent churn or underperformance

• You guide customers on best practices new features and use cases helping them continuously evolve their parcelLab setup as their business grows

• You run structured success motions including onboarding follow-ups adoption check-ins renewal readiness and light commercial conversations where relevant

• You identify upsell and expansion opportunities based on customer maturity usage and business needs and collaborate closely with Sales on execution

• You act as the voice of the customer feeding insights trends and improvement opportunities back to Product Engineering and the wider Customer Team

• You contribute to building and improving scalable CS programs playbooks automation and self-serve enablement that allow us to support more customers without increasing headcount

• You have a strong passion for designing delivering and continuously improving training and enablement enabling customers to self-serve and succeed through a 1-to-many digital-first Customer Success model.

What we are looking for:

• 24 years of experience in Customer Success Account Management or a similar customer-facing SaaS role

• Experience managing a large book of business using a digital / 1-to-many Customer Success model

• Strong ability to prioritize segment and scale your time effectively while maintaining high-quality customer outcomes

• Data-driven mindset with experience using customer health scores usage data and KPIs to guide decisions

• Strong communication and presentation skills comfortable running webinars trainings and customer sessions

• Commercial awareness with the ability to identify retention risks and growth opportunities

• Experience working cross-functionally with Sales Product Engineering and Support

• Fluent in English and German (written and spoken) this is a strong preference due to our customer base

Bonus Points:

• If you have experience or a good understanding of e-commerce post-purchase journeys or logistics (you dont need to be an expert yet but you will become one)

Why join parcelLab:

• Youll join a passionate and collaborative global team with plenty of room to grow

• Competitive salary bonus benefits

• Exposure to high-growth accounts and verticals

• A culture that values creativity experimentation and ownership

Perks & Benefits:

Plenty of room for your own to try fail and learn!

Comprehensiveday onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities

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 well pay

Make use of our home office set-up budget to get kitted out (a spacious desk comfy chair some houseplants or great tech accessories!) and all this alongside the latest MacBook or PC

Career development opportunities including our Leadership Development Program and our Future Leaders 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

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 34 different nationalities; and with a five-star rating for company culture and employee experience on Glassdoor youll 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 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.

Its all in a days 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!

Equal Opportunities

parcelLab is an Equal Opportunities Employer. We live the motto always joy always team always equality which means we celebrate diversity and do not accept any form of discrimination or harassment. We believe that diversity enriches our employee experience and allows each of us to deliver the best work possible.

Qualified applicants will receive consideration for employment without regard to race colour religion sex sexual orientation gender perception or identity national origin age marital status disability status or other lived experience.

Come be part of our growth contribute your ideas and share in our success as we continue to improve the post-sales customer journey for millions of people every day.