Customer Success Manager

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.

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.

This field position is remote and candidates should be based in the Sacramento or San Jose Metro Area.
Salary Range for CA applicants is: $124,000 OTE.

• Research and analyze current accounts for signs of workflow deficiencies, process optimization, potential for increased product adoption, and churn mitigation.
• Leverage customer health data, adoption, utilization, and 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 per week) to conduct discovery and provide in‑person guidance based on findings from data sources mentioned above.
• Use critical thinking to resolve issues and communicate functionality of the application to users.
• 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 drive additional monetization to Auctane.
• Demonstrate knowledge of best practices in shipping given the customer’s selling vertical.
• Communicate complex carrier information in a consumable way to the customer.
• Conduct research and discovery to spot cost‑saving opportunities that reflect potential monetization for Auctane.

• Collaborate with other departments to ensure the customer experience is seamless.
• 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 with Support, Technical Escalation, Product, and/or Engineering for critical customer escalations and represent the voice of the customer.
• Contribute to content marketing efforts by identifying opportunities for customer stories, case studies, and quotes.

• Four or more (4+) years of account management and/or customer service experience.
• Proven experience managing SMB customers in a scaled (or pooled) motion.
• Experience leading regular in‑person customer visits.
• Experience with B2B or SaaS software preferred.
• Optional:
  Direct experience working at or with shipping carriers (e.g., UPS, USPS, Fed Ex) and eCommerce platforms (e.g., Amazon, Shopify, Etsy) and/or knowledge of shipping regulations and procedures.
• High School Diploma or G.E.D required.
• Based locally in territory.

• Zoom
• JIRA
• Slack
• G Suite
• Looker

• Take the reins of your time off with our Flex Time Off policy.
• 12 paid holidays for all US employees.
• 401(k) employer matching program.
• Annual merit reviews.
• Health and wellness benefits (medical, dental, vision).
• Employee Assistance Program with up to 8 free mental health sessions.
• Gym discounts.
• Education reimbursement.
• Employee Referral Program.
• Inclusive and upbeat work environment.
• HQ in central Austin, Texas.

• Sit for prolonged periods of time.
• Utilize wrist and hands for a prolonged period of time.
• Stand for short periods.
• Speak and converse with others.
• Lift up to 25lbs without assistance up to chest height.

Auctane is an equal opportunity employer. We do not discriminate on the basis of any protected group status under any applicable law. We encourage all qualified candidates to apply.