Founded in 2012, EasyPost is a YC unicorn whose mission is to make shipping simple for businesses, from garage startups to the Fortune 500. Shipping, now more than ever, is the backbone of the global economy, but integrating the technology-enabled operations of a modern business with the low-tech and complex shipping industry has always been a challenge. EasyPost solves this problem with the first developer-friendly REST API for shipping, and we continue to push boundaries and discover new ways to simplify shipping for all. Our team is rapidly growing, and this is the perfect time to get on board. Join us, and help build the shipping infrastructure of the future.
About the role:
The Director, Customer Success is responsible for leading the Customer Success team, responsible for driving customer satisfaction, retention, and growth. This position will develop strategies to optimize the customer experience, foster long-term relationships, and ensure that customers derive maximum value from our products/services. The Director, Customer Success will also collaborate cross-functionally to improve the customer journey and drive continuous improvement initiatives.
What you will do:
o Lead and manage a team of Managers of CSMs, providing guidance, coaching, and mentorship.
o Oversee the management of customer relationships at a strategic level.
o Develop and execute a comprehensive customer success strategy aligned with the company's goals and objectives.
o Collaborate with Sales, Marketing, and Product teams to ensure seamless customer onboarding and continued value delivery.
o Establish and maintain strong relationships with key customers, understanding their business needs, challenges, and goals.
o Implement strategies to increase customer retention rates and reduce churn.
o Identify opportunities for upselling and cross-selling additional products or services to existing customers.
o Work with the Sales team to drive expansion revenue from existing customers.
o Act as the voice of the customer within the organization, advocating for improvements and enhancements based on customer feedback.
o Ensure that customer feedback is effectively communicated to relevant teams for product development and improvement.
o Define and track key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, Net Promoter Score (NPS), renewal rates, and upsell opportunities.
o Provide regular reports and updates to executive leadership on the health of the customer base and the team's performance.
o Continuously refine and optimize customer success processes to enhance efficiency and effectiveness.
o Identify bottlenecks and areas for improvement in the customer journey and work to address them.
o Monitor customer usage patterns to proactively address any adoption challenges.
About you:
o Bachelor’s degree in business, marketing or a related field.
o 7+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership position.
o Proven track record of driving customer satisfaction, retention, and growth in a SaaS or technology environment.
o Strong leadership and people management skills, with experience in leading and developing high-performing, scaling teams.
o Excellent strategic thinking and problem-solving abilities, with the capacity to translate customer insights into actionable strategies and initiatives.
o Exceptional communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.
o Excellent communication, interpersonal, and presentation skills.
o Ability to work cross-functionally and influence stakeholders at all levels of the organization.
o Analytical mindset with the ability to leverage data to make informed decisions.
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o 401(k) match
o Monthly work from home stipend of $50 net
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
Data Privacy Notice for Job Applicants:
"EasyPost is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."
To be considered for this position, you must be authorized and based in the United States.