Extensiv
is a visionary technology leader focused on creating the future of omnichannel fulfillment. Through our unrivaled network of more than 1,500 connected 3PLs and a suite of integrated, cloud-native warehouse, order, and inventory management platforms we allow modern merchants and brands to fulfill demand anywhere with superior flexibility and scale without painful platform migrations.The Role:Our Customer Success Team is looking for a Customer Success Manager toactively manage, service, and grow a portfolio of customer accounts.The ideal candidate is an experienced Account Manageror Customer Success Managerin thelogisticsand/or ecommerce software industry, withstrongrelationship building skills.This isa fast-paced position within a growing company.Working in this environment will be demanding, but highly rewarding.
You will have the opportunity to collaborate across departments (giving you a holistic view of how our businessoperates), and you will be challenged to think outside of the box daily.Key Responsibilities:
- Proactively engage with customers in assigned book of business to ensure they aremeeting their businessobjectives and achievingvalue from the Extensiv platform
- Own the renewal process for allcustomers, utilizing tools such as Salesforce and Outreach to manage communications, mitigate churn, and maximize revenue retention
- Analyze product usage data in tools such as Quicksight to understand where and how customers can improve adoption and increase their ROI
- Identify opportunities for upsell/expansion by having a comprehensive understanding of the customers’ workflows and evolving goals.
- Act as the primary contact for escalated support issues, coordinating with internal teams to resolve technical customer challenges efficiently
- Maintain strong working knowledge of all Extensiv products, leveraging enablement resources to stay informed of all enhancements and new releases.
- Collaborate with the professional services, support, and solutions architect teams to ensure customers’ technical needs are met in an efficient, effective manner
- Provide weekly reports to Customer Success Leadership regarding accounts, including risk analysis, renewals, and upsell metrics.
You Are/Have:
- 3+ years of Account Management/Customer Success experience at a B2B SaaS company (warehousing, logistics, or ecommerce industrypreferred)
- Customer-centric mindset with a genuine passion for helping customers succeed.
- Empathetic with a knack for understanding what customers need and why they need it
- Excellent interpersonal skills and the ability to communicate effectively through different channels (video conferencing, phone, email)
- Obsessive problem-solving skills with strong attention to detail and a desire to deliver best in class service to your customers
- Ownership of your responsibilities and ability to work independently,even in ambiguous situations or where there may be process gaps
- Ability to collaborate across multiple teams with a strong sense of urgency
- Willingness to travel as needed for in person customer meetings or events
About Us:We look for team players/authentic people that strive for excellence and aren’t afraid to be themselves while they do it — because that’s what special teams are made of. If you’re ready to make an impact, take on responsibility, and be a part of our team, then apply to join our team. Our promise is to enable and equip you for long-term success, all while being surrounded by good people looking to do amazing work. We value and understand our employees’ needs for a healthy work life balance.
In doing so we offer:
- Generous and flexible paid time off plan
- Paid parental leave policy
- Medical plans from your choice of providers including Kaiser and Cigna
To create the highest-performing team of professionals,Extensivfocuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity,Extensiv’s recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status. Teams atExtensivare expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work. Extensivdoes not accept unsolicited resumes from recruitment agencies or search firms and is not responsible for any fees related to unsolicited resumes. Extensiv strives to provide competitive market-informed compensation based on a candidate's knowledge, skills, and experience.
Exact compensation may vary based on skills, experience, and location. The targeted base salary range for this role is $73,000 - $92,000.
