Manager, Customer Success
4 months ago
Company Description Postal is an offline marketing automation platform and marketplace that helps personalize, automate, and scale direct mail, internal and external events, branded company swag, and personalized gifts to drive better engagement with prospects, customers, partners, and employees. With over $200B spent annually in B2B offline engagement, Postal’s expansive vendor marketplace, flexible integrations, and comprehensive events portal help companies drive brand loyalty, increase conversions, boost overall employee happiness, and improve customer health scores. Every business in the world can use Postal. Postal has raised over $30m in two rounds over the last 24 months from top tier investors Mayfield Fund (Marketo, Outreach) and OMERS Capital (Shopify, Crunchbase). Partners include Salesforce, Hubspot, Adobe, Outreach, Salesloft, Amazon, and Shopify. Our nationally recognized founding team has led multiple high-growth startups to over a $1B in market value and exits. Employees come from all walks of life and from various locations across the US and enjoy a comfortable work/life balance. Our headquarters are based in San Luis Obispo, CA and we are focused on taking care of employees, customers, and partners. Job Description As the Manager of CSMs, you will lead and manage a team of customer success professionals who are focused on delivering value realization for our customers. Reporting to the VP of Revenue, this is a pivotal role that requires the ability to lead a team, collaborate with other Postal business units to deliver a seamless customer journey, build best practices and help a fast growing company deliver against our KPIs and goals. Responsibilities: Coach, develop & recruit an industry leading CSM team, focused on driving best practices and the ability to translate objectives into a clear success plan. Forecast the health of your team’s business and deliver results against monthly, quarterly, and annual objectives. Challenge and guide your team to provide valuable consultative direction to their customers, leveraging best in class offline marketing and sales practices. Be an outspoken evangelist for the offline marketing and sales channel, allowing your team to leverage you in difficult conversations with customers. Field customer escalations and provide leadership support on EBRs for your team. Facilitate personal career development plans for the team that uplevel their skills and provide ongoing enablement. Provide active performance feedback and coaching to CSMs based on set KPIs, targets, and meeting execution. Partner with leadership, including cross functional leadership, to drive change management across the business. Closely align yourself with key business stakeholders to ensure our customer base needs are being addressed and met in a timely manner. Work closely with the product, solutions and enablement team to help your team have an understanding of the Postal product suite today and moving forward. Qualifications 4+ years experience in customer success, account management or sales. 2+ years of people management experience. Demonstrable leader with ability to drive the performance of individuals through coaching, reviews, reward and recognition programs. History of improving processes, methodologies and programs that improved team performance. Exhibits a positive attitude especially in escalated circumstances. Proficiency with Salesforce.com, Pendo and Google Apps. Experience working on a performance-based compensation structure (base + bonus). Demonstrated excellent written and verbal communication skills. Additional Information Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with us to learn more. Starting salary/wage for this opportunity: $130,000.00/year- $150,000.00/year This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job. It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job. 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. #J-18808-Ljbffr
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