Manager – Customer Success

About the role

Auctane is actively searching for a Manager of Customer Success. This pivotal leadership role oversees and scales a team committed to delivering customer value, driving adoption, retention, and expansion among our highest volume merchants who work with a designated CSM.

About the team

We coach merchants on growth strategies and best practices so that they can navigate the complexities of carrier diversification, inventory management, warehouse workflows, software optimization, and tech stack best practices. Our Customer Success Managers are geographically located within their assigned book of business where they build and maintain strong relationships with our higher ship volume and  revenue-producing customers. The department drives retention, increases merchant shipments by saving them time and money, and helps the business to grow profitable revenue by recommending and implementing Auctane products and services.

What will you be doing?

• Lead, mentor, and develop a team of Customer Success Managers (CSMs), fostering career growth and high performance.
• Develop and execute strategies for churn mitigation and account expansion in partnership with cross-functional teams including Marketing, Sales, Product, and Revenue Operations.
• Define and track KPIs and strategic objectives aligned with revenue, retention, and customer satisfaction and health goals.
• Utilize analytics and customer data points to inform strategies, measure team performance, and enhance customer experiences.
• Collaborate on forecasting, staffing plans, and team-scale processes.

What are we looking for?

• 3+ years in a supervisory or management role within a software Customer Success, Account Management or Sales team. 
• 7+ years of customer success or sales/account management experience 
• Experience managing 5-10 direct reports
• SaaS experience, familiarity with onboarding, training, and post‑sales services.
• Analytical, process-oriented leader with demonstrated success in revenue-focused SaaS environment.
• Prefer experience with ecommerce, shipping and logistics or adjacent space. 
• Prefer experience with a consumption based software product and services.

The Tech

• CRM software, including Salesforce
• Reporting software, including Looker
• Google Sheets, Slides, Docs
• Sales tools such as Gong, Salesforce Sales Engagement
• Customer Engagement platforms such as Pendo, Segment, Gainsight

What do we offer?

• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 🌅 We offer 12 paid holidays for all of our US employees!
• 💰401k employer matching program – because your future deserves a friendly boost!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
• 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
• 🍽Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• 🏐 Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans. 
• 🏋🏾‍♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• 🧠Employee Assistance Program. We offer up to 8 free mental health sessions. 
• 💪🏽We offer gym discounts to help you stay fit and healthy!
• 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way. 
• 🔗 Employee Referral Program! We reward employees helping us find top talent!
• 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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