Customer Success Manager

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, Saleloft, 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.

Postal.io is looking for an enthusiastic, driven, and insatiably curious professional to join our team as a Customer Success Manager.  This is an incredible opportunity to join a nimble, fast paced startup and make a significant impact.  The CSM position is a critical part of our customer experience team and will be a key advocate for our customers, helping Postal.io ensure we are consistently building a product that meets and exceeds their expectations. 

Responsibilities:

• Understand customer needs & use cases to provide best in class guidance of how to optimize Postal.io
• Thinking strategically to create and deliver complex, customized solutions that provide value to clientsʼ bottom line.
• Onboard new subscription customers so that they begin to see value in their investment of Postal.io as quickly as possible. 
• Partner with our Account Executive team to support our customers and retain revenue on a monthly and annualized basis.
• Facilitate valuable Quarterly Business Reviews with customers to ensure they are consistently achieving their goals with Postal.io.
• Advocate for customer needs, by listening to their use cases and deeply understanding why they need what they need.  Then partnering with the Postal.io Product Team to meet these needs. 
• Work with customers and Postal.io marketing to identify case studies that resonate with a wide & diverse audience. 
• Becoming an Industry Expert with researching trends and best practices, reading business publications, seeking out learning and development opportunities and utilizing internal training resources.

• +2 Years of Customer Success, Sales Engineering or Support Experience
• Strong ability to initiate, establish and nurture meaningful business relationships over the phone
• Upbeat and positive demeanor
• Ability to maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
• Flexible and adaptive to change in a highly dynamic work environment
• Outstanding written and verbal communication, presentation, and time management skills
• Passionate about teaching/instilling knowledge in others
• Willing to dive into technical details of a product to understand it thoroughly
• Critical thinker, generally curious, problem solver
• Open to feedback, coachable
• Strong team player
• Self-starter with strong ownership skills, willing to go above and beyond the job description
• High degree of Ownership
• Proficiency with Salesforce.com and Google Apps
• Experience working on a performance-based compensation structure (base + bonus) 

At Postal.io 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.