Customer Success Manager, Key Accounts

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 Customer Success department at Extensiv exists to help our customers derive as much value out of our software as possible. Whether that means strategic account planning, selling additional products or helping to navigate through a support case, we are here to assist our customers in any and every way.

The Role:

Our Customer Success team is looking for a Customer Success Manager to oversee and grow our book of Key Accounts. This person will do this by developing strategic account plans and partnering with both internal teams and customers to closely align with our largest accounts. The primary objective of this role is to leverage our internal resources, suite of products and services to better partner with our Strategic Accounts. Another value that this person will bring to the role is the ability to understand the needs of our largest customers and articulate them to our leadership team for roadmap consideration.

The ideal candidate is an experienced Customer Success Manager in the logistics and/or ecommerce software industry, with superb relationship building skills. Our Key Accounts customer base is a strategic point of emphasis for Extensiv. We are looking for someone who can derive insightful feedback from this segment of our business and effectively advocate for their customers internally as we grow our up-steam customer base.

This is fast paced position within a growing company. Working in this environment will be demanding, but highly rewarding. You will have the opportunity to problem solve across departments (giving you a holistic view of how our business operates), and you will be challenged to think outside of the box daily.

What You Will Do:

• Renew/expand the contracts of our largest customers through great relationship building and value-add throughout their lifecycle with us
• Uncover expansion opportunities within different geographies/business units, additional sales seats, and new products
• Clearly define and review the success criteria with your customer to ensure they’re performing as expected on a regular basis
• Leverage CRM to meticulously track sales and customer touchpoints

• Identify customers at risk and provide the support necessary with our Customer Success Team to retain and make them successful
• Work closely with the Customer Success Team to ensure all onboarding and success criteria are being met
• Develop account plans to plan out strategy alongside marketing and Customer Success to expand Key Accounts

You Are/Have:

• 7+ years of Account Management/Customer Success experience for a B2B Saas company
• Experience in the logistics industry or warehousing experience is a plus
• The ability to collaborate across multiple disciplines with a high sense of urgency and execution to deliver products and services to your customers
• Obsessive problem-solving skills with close attention to detail, relentless urgency and follow through
• Ownership of your responsibilities, even in ambiguous situations

• Excellent interpersonal skills
• Effective communicator across all mediums (phone, presentation, email, etc)
• Love of process and operations, but can also easily learn and adapt
• Empathetic with a knack for understanding what a customer needs and why they need it
• Strong situation management skills and follow through

• The ability to travel up to 25% once conditions permit

About Us:

We look for team players. Authentic people who 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. We promise to help 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
• Summer Friday's and Meeting-free Wednesday afternoons
• 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, 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 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. The base salary range for this position is $87,000 to $115,000, target commission opportunity of $35,000 with uncapped earning potential. Exact compensation may vary based on skills, experience, and location.