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Parcelhero

Shipping made simple.

Customer Success Representative

Customer Success ManagerCustomer SuccessContractRemoteSeniorTeam 51-200Since 2014H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

43 days ago

Salary

₱881K - ₱1,201K / year

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Customer Success Representative

Parcelhero

• Customer Onboarding: Manage the end-to-end onboarding process for new accounts, ensuring a smooth transition from Sales to Customer Success. • Account Activation: Drive customers to send their first shipment as quickly as possible, removing blockers and ensuring full system setup and readiness. • Spend Realisation: Proactively manage accounts to ensure customers hit their forecasted monthly revenue targets, identifying gaps and taking corrective action where needed. • Retention & Churn Reduction: Monitor account health, identify early warning signs of disengagement, and take proactive steps to mitigate churn risk. • Quarterly Business Reviews (QBRs): Conduct structured QBRs with customers to review performance, ROI, shipping data, growth opportunities, and optimisation strategies. • Customer Engagement: Maintain regular contact with accounts via phone, email, and video calls to strengthen relationships and drive long-term value. • Cross-Functional Collaboration: Partner with Sales, Operations, Finance, and Product teams to resolve issues, improve processes, and advocate for customer needs. • Upsell & Growth Support: Identify expansion opportunities and support upsell or cross-sell initiatives in collaboration with the Customer Success Manager. • CRM Management: Maintain accurate records of customer interactions, revenue performance, activation status, and risk indicators within the CRM. • Performance Metrics: Meet or exceed activation, revenue realisation, retention, and engagement targets set by the Customer Success Manager.

Job Requirements

  • Experience: Minimum 3 years of experience in Customer Success, Account Management, Customer Support / Service, or a related client-facing role (SaaS or logistics experience preferred but not required).
  • Commercial Awareness: Comfortable discussing revenue targets, performance metrics, and business outcomes with customers.
  • Communication: Strong verbal and written communication skills in English, with the ability to build rapport and deliver structured business reviews.
  • Customer-Centric Mindset: Passionate about helping customers succeed and committed to delivering measurable value.
  • Organisational Skills: Strong time management and prioritisation skills to manage multiple accounts simultaneously.
  • Problem-Solving: Proactive and solution-oriented, able to identify issues and drive resolution quickly.
  • Tech Savvy: Proficient with CRM systems (e.g., Salesforce, HubSpot) and comfortable learning SaaS platforms and logistics systems.
  • Self-Motivated: Results-driven with the ability to work independently in a fully remote environment.

Benefits

  • Clear progression path within a fast-growing company.
  • Work Location: Fully remote, 9:00 am to 5:30 pm Mon-Fri (GMT).
  • Paid Holidays: Enjoy paid UK holidays throughout the year, 15 days of holiday per year + your birthday off.
  • Inclusive Culture: Be yourself and thrive in our casual and upbeat environment.
  • You need a minimum 20 MB broadband line, and your own PC/Laptop.

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