Job Description

Job Description

Job Description

Salary: $73,000 - $92,000

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 fora Customer Success Manager to actively manage, service, and grow a portfolio of customer accounts. The ideal candidate is an experienced Account Manager or Customer Success Manager in the logistics and/or ecommerce software industry, with strong relationship building skills.

This is a 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 business operates), 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 are meeting their business objectives and achieving value from the Extensiv platform

• Own the renewal process for all customers, 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 industry preferred)

• 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

• Must be willing to work in our Sandy Office T-TH weekly
  

About Us:

We look for team players/authentic people that strive for excellence and arent afraid to be themselves while they do it because thats what special teams are made of. If youre 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

• Employee resource groups

• Medical plans from your choice of providers including Kaiser and Cigna

• Employee equity program

To create the highest-performing team of professionals, Extensiv focuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity, Extensivs 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 at Extensiv are 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.

Extensiv does 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.

Job Tags

Work at office, Flexible hours,

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