Customer Success Manager

About us

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 Ship Station, , Ship Station API, Metapack, Global Post, and Packlink. Our partners include Amazon, UPS, USPS, eBay, Big Commerce, Shopify, Woo Commerce, and Walmart.

Win as One. Delight Customers. Deliver Great Outcomes.

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 through workflow consultation and optimization, as well as look for potential areas of monetization.

CSMs help their customers understand how to grow their business through more strategic use of Auctane s products.

Responsibilities include maintaining a strong knowledge of Ship Station 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.

Location and compensation:
This position is remote and candidates should be based in one of the following Metro areas:
Raleigh, NC or Charlotte, NC;
Richmond, VA or Pittsburgh, PA. Salary Range for applicants is: $124,000 OTE.

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

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.

Drive Customer Success Outcomes

• Research and analyzes current accounts for signs of workflow deficiencies and process optimization, potential for increased product adoption, and churn mitigation.
• Leverage customer health data, adoption, utilization, & complexity scoring to drive prioritization of field efforts and overall impact into your portfolio.
• Utilize knowledge of Ship Station s new and existing features and integrations through release notes, documentation, and training to consult with customers.
• Travel to customer locations (3 days / week) to conduct discovery and provide in-person guidance and partnership based on findings from data sources mentioned above.
• Use critical thinking to resolve issues and communicate functionality of the application to users.

Identify Customer Growth Opportunities

• Contact and meet with customers on a weekly basis 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, and ideally drive additional monetization to Auctane.
• Knowledge of best practices in shipping given the customer s selling vertical.
• Knowledge of carriers and the shipping industry of the current day.
• Ability to communicate complex carrier information in a way that is consumable to the customer.
• Ability to conduct research and discovery in the spirit of spotting cost savings opportunities that reflect potential monetization opportunities to Auctane.

Enhance Customer Experience via Internal Collaboration

• Collaborate with other departments to ensure the customer experience is seamless.
• Ability to clearly articulate and define issues and expectations, with all necessary details and through the lens of the voice of the customer.
• Partner with Sales to identify existing client growth opportunities within your assigned territory
• Collaborate as needed with Support, Technical Escalation, Product, and/or Engineering as needed for critical customer escalations and representing the voice of the customer.
• Contribute to Content…