Note: The job is a remote job and is open to candidates in USA. Paccurate is a leading Packing Control System that helps high-volume shippers optimize their fulfillment operations. They are seeking a Customer Success Manager to manage customer accounts, enhance customer satisfaction, and drive account growth through effective onboarding and engagement strategies.
Responsibilities
- Own a dedicated portfolio of roughly 10 to 12 customer accounts, spanning a mix of established customers and new accounts moving through onboarding. Be accountable for Net Revenue Retention (NRR) and ensure the value proposed during pre-sales is successfully realized post-implementation
- Lead customer onboarding and Paccurate platform implementations, from the initial handoff through testing and final go-live. These stretches require hands-on, concentrated support, and a key focus is on reducing time-to-value and driving successful platform adoption
- Drive consistent customer engagement through regular check-ins, product updates, and business reviews to strengthen Customer Satisfaction (CSAT) and foster long-term loyalty
- Serve as a product expert, providing comprehensive training to customers on the Paccurate platform and its full suite of products
- Efficiently oversee and manage customer issue resolution, turning challenges into positive, successful experiences. Act as the internal advocate for customers, translating their needs and feedback into actionable insights for the Product team
- Identify and execute on upsell opportunities within the customer base to support NRR goals. Manage all aspects of customer contracts, including renewals and overall retention efforts
Skills
- Minimum of 3 years of experience in Customer Success, Technical Account Management, Customer Support, or related customer-facing relationship roles
- Proven ability to nurture and grow customer relationships through proactive monitoring of customer health, early identification of risks, and anticipation of customer needs
- Exceptional problem-solving capabilities, including the ability to accurately diagnose complex technical challenges, develop effective solutions, and consistently drive positive customer outcomes
- A consultative, sales-oriented mindset, with experience identifying, positioning, and closing upsell or expansion opportunities within an existing account base
- Strong collaborative, interpersonal, and communication skills, necessary for successful cross-functional partnership across all Paccurate teams
- A strong technical acumen, with the ability to troubleshoot product and integration issues independently
- Excellent time and project management skills, with the ability to efficiently manage a demanding portfolio of multiple customer accounts, including concentrated, high-touch periods like onboarding and go-live
- Prior experience in SaaS and/or the supply chain industry
- You're comfortable using data, analytics, or AI-assisted tools to spot account risk, prioritize upsell timing, or streamline day-to-day workflows
Benefits
- Equity
- Comprehensive health benefits
- 401K Match
- Meaningful opportunities for growth and development
- Flexibility that comes with WFH
Company Overview