Customer Success Manager

Customer Success Manager

About Paccurate

Paccurate's mission is to reduce waste in the supply chain. Provided with item and box dimensions, Paccurate generates 3D packing instructions for humans and robots in the fulfillment center.

Analyzing materials, labor, and even obscure breakpoints in negotiated carrier rates, Paccurate's API finds the optimal way to pack every order.

Additionally, PacSimulate helps shippers determine what packaging sizes to procure.

About the Role

We are seeking a Customer Success Manager with a proven track record of building strong post-sales relationships & maintaining a successful book of accounts.

This person will manage the day to day needs of their assigned accounts, creating loyal customers, contributing to account growth, and collaborating with internal teams to deliver consistently excellent customer experiences.

Responsibilities

• Onboard customers onto the Paccurate platform as they transition from pre-sales to active users.
• Help customers plan, develop, and execute initial and subsequent Paccurate implementations, for both Paccurate's API and PacSimulate products.
• Manage a book of accounts throughout the customer lifecycle to ensure the value identified in pre-sales analysis is recognized.
• Maintain customer engagement via regular check-ins, business reviews, and product updates to build customer loyalty.
• Train customers on the Paccurate platform & product suite, including our self-serve offerings.
• Oversee the support of your accounts to solve customer issues.
• Be the internal advocate of the customers, acting as the bridge between what our customers need and what our Product team can deliver.
• Manage customer contracts, including upsells and renewals.
• Work closely with the Sales and Product teams to identify growth opportunities within your customers.

Skills you bring to the role

• Minimum of two years of experience in customer success, support, technical account management, or other customer relationship management roles.
• Proven track record of building and managing successful customer relationships.
• Ability to proactively manage customer health & identify customer issues and needs.
• Excellent communication, collaboration and interpersonal skills. The Customer Success team works with every other team at Paccurate.
• Strong data analysis and technical skillset, including intermediate / advanced Excel skills and the ability to work with APIs and JSON formatting.
• Project / time management skills and the ability to manage multiple accounts simultaneously.
• Experience in either SaaS or supply chain. Having experience in both is a plus!
• Strong troubleshooting skills with the ability to understand problems, use various technical tools to identify the root cause, and execute resolutions.

Bonus Points

• Has previous start-up experience (we're a small but rapidly growing company)!
• Can leverage current customer relationships to identify additional value and opportunity to generate upsell opportunities.
• Previous experience in scaling tools and processes to meet customer / company growth.
• Has worked closely with Product organizations and collaborated on feature prioritization and building product roadmaps.

Why Paccurate?

• Real world impact - we believe we are addressing huge problems, and are striving to make the world in some way better than we found it.
• Ample opportunity for ownership, collaboration, and direct connection to stakeholders.
• Competitive compensation, bonus opportunities, and equity.
• Health, vision, dental benefits and other perks (home office stipend, continuing education benefits).
• Small but growing team, passionate about about what we do

Our Hiring Process

• Application Review
• Hiring Manager interview
• Additional Team member interviews
• CEO Conversation
• Offer

Benefits

Paccurate offers a competitive compensation and benefits package, including health insurance, paid time off, retirement, and exciting opportunities for professional growth.

Salary range for this role is $95,000-$115,000. Compensation offered is based on experience, assigned level, and current benchmarking data for market rate.

To Apply

Please submit your resume via the " Apply to Position " button above.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.