Customer Success Manager

DescriptionAt Delivered, we’re transforming the way high-volume e-retail brands connect their customers with products—faster, more cost-efficient, and with unparalleled reliability. We unlock untapped capacity nationwide by seamlessly integrating available space for parcel delivery, allowing us to outpace traditional carriers in both speed and cost savings.But it’s more than just faster shipping. Our advanced visibility platform provides customers with real-time, customized delivery options that drastically reduce the headaches of online shopping—loss, damage, and theft. From the moment a parcel leaves the shipper’s dock, Delivered’s technology kicks in. Our network of sort centers, middle-mile, and last-mile partners ensures each package travels the most efficient route, providing an exceptional experience for both the shipper and the recipient.What’s Next for Delivered?We’re on the brink of an exciting growth phase. With a leadership team that has a proven track record and nearly 1 million packages ready to move, we are preparing to scale nationwide. Over the next two years, we’ll be rapidly expanding our footprint across the U.S., creating tremendous opportunities for growth, impact, and innovation.Are you ready to be part of this transformation? Join us as we build a smarter, reliable future for parcel delivery.Job Summary:Do you have Samurai Spirit, Trailblazer Passion, and Indiana Jones Attitude? If so, come join our team!We are seeking a Customer Success Manager to join our team. In this role, you will be responsible for building and maintaining strong relationships with our customers. This role is pivotal in ensuring that our customers achieve their desired outcomes while maximizing the value they get from our solutions. You will serve as a trusted advisor, helping customers navigate our products and services, and proactively addressing their needs to ensure high levels of customer satisfaction, retention, and expansion.Job Description:Relationship Management: Build and maintain strong, long-lasting relationships with customers by understanding their business goals and providing strategic guidance, acting as the face of Delivered to our customers.Churn Protection: Act as a trusted agent to our customers in achieving a high level of customer support to protect from churn risks by delivering continuous and incremental value.Customer Trusted Advisor: Develop and nurture trusted advisor relationships with key customer stakeholders to build and execute a collaborative roadmap to deliver expected benefits and high return on investment.Expansion: Identify opportunities for account growth and work closely with customers to influence and accelerate products and services, while collaborating internally with Delivered’s teams to provide recommendations and guidance at the right time.Contract Management: Manage all contract negotiations for statement of works for professional services, master service agreements, subscription agreements, amendments, and renewals.Customer Advocacy: Act as the voice of the customer within the company, providing feedback to the sales, services, and product teams to drive continuous improvement.Reporting: Monitor customer health metrics and key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report monthly internally on customer health status, risks, and opportunities.Cross-Functional Collaboration: Collaborate with sales, marketing, operations, and support teams to ensure a cohesive and exceptional customer experience.Requirements:Bachelor’s degree in business or a related field is preferred. A High School diploma is required.At least 5 years of proven work experience in a Customer Service, Account Manager, or similar role is required. Experience working for a start-up is a plus.Excellent communication skills.Ability to build strong relationships with stakeholders at all levels in the organization.Strong work ethic and ability to navigate complex customer environments.Proficiency with Microsoft Office Suite.We are an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified individuals regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state, and local law.

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