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Manager, Customer Success

Postal.io, Inc.

Manager, Customer Success

San Luis Obispo, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Postal is looking for an experienced Manager of Customer Success to join our fast growing team. This individual will work alongside our Sales Leadership to guide, mentor and build our Customer Success team and post-sales process to drive adoption across our customer base.  

    RESPONSIBILITIES:

    • Partner with our leadership team to build out and improve upon our post-sales process.

    • Take a hands-on approach to guiding, coaching and leading our growing team of CSMs.

    • Perform bi-annual performance reviews with each team member and build career development plans.

    • Work closely with the VP of Sales to build an implementation process that drives sustained adoption and usage, while achieving customer objectives.

    • Listen to customer feedback and objectives when building and iterating on our post sales experience.

    • Step into difficult client situations that your individual contributors raise to you.

    • Collect, analyze, and monitor usage data to make data driven decisions that benefit our customers. 

    • Partner with our Product team to ensure that the Customer Success Managers have the product data needed to provide best-in-class customer service.

    • Document and communicate all process changes to stakeholders throughout the Postal team.

  • Qualifications

    Qualifications

    • 5+ years of Customer Success experience.

    • 2+ years of experience building and leading Customer Success Managers.

    • A proven track record of building scalable, adoption centric post-sales processes for growing teams.

    • An enthusiasm for learning new things and building unique solutions for unique problems.

    • Experience leading change within organizations who are embracing a new technology.

    • Strong project management and organization skills.

    • Excellent communication skills, written and spoken.

    • You are a team player and believe in leading by example. You aren’t afraid to get your hands dirty and love listening to customer feedback.

    Additional Information

    At Postal we believe in a strong work/life/spiritual balance that only comes with a strong company culture that supports its people to do their best work.  We don't take ourselves too seriously, but we do have high expectations for our team and we ask that they have the same for us. 

    We embrace people for who they are, and believe that diversity, inclusion and belonging are our greatest strengths. Perks include continuous learning opportunities, healthcare benefits, unlimited PTO, team outings, volunteer opportunities, and more.