Enterprise Customer Success Specialist

About Company

PostGrid is the world’s leading enterprise SaaS platform for automated offline communications. Our robust APIs empower organizations to create, personalize, and dispatch physical mail letters, postcards, checks, and more to any address on the globe without ever touching an envelope. Operating at massive scale across multiple continents, we’re redefining how brands connect with people beyond the inbox. If you’re driven to build category-defining technology and want to shape the future of offline engagement, join our high-caliber team and help us transform the way the world sends mail

.Job Overview

PostGrid is seeking a strategic and results-driven Enterprise Customer Success Manager to join our growing team. In this role, you will manage relationships with our largest and most strategic enterprise customers, ensuring they receive maximum value from our platform and solutions. You will drive customer satisfaction, retention, and growth, working closely with internal teams to deliver exceptional service and outcomes for our enterprise clients.

The ideal candidate will have experience in managing complex enterprise accounts, a strong customer-centric mindset, and the ability to work cross-functionally to deliver on business objectives.

Job Responsibilities

• Develop and maintain strong relationships with key decision-makers and stakeholders within enterprise accounts
• Serve as the primary point of contact for enterprise customers, ensuring they receive excellent service, support, and value from PostGrid’s solutions
• Drive customer adoption and ensure customers are fully utilizing the PostGrid platform to meet their business goals
• Proactively monitor customer health, identifying risks and opportunities for expansion or improvement
• Collaborate with sales, product, and marketing teams to align on account strategy, customer needs, and potential product enhancements
• Manage the onboarding process for new enterprise clients, ensuring a seamless transition from sales to implementation
• Develop and execute account plans to drive customer success and growth, including renewals, upsells, and cross-sells
• Conduct regular business reviews with enterprise customers to assess satisfaction, address concerns, and align on future objectives
• Provide training, best practices, and support to help customers optimize their use of PostGrid’s products
• Analyze customer data and feedback to identify opportunities for improving the customer experience and operational processes
• Act as the voice of the customer, providing insights and feedback to the product team to drive continuous improvement of the platform
• Collaborate with the support team to resolve any issues or escalations in a timely and effective manner

Job Skills Required

• Proven experience as an Enterprise Customer Success Manager or similar role, preferably in a SaaS or tech environment
• Strong understanding of enterprise account management, customer success principles, and best practices
• Experience working with senior executives and key decision-makers in large organizations
• Excellent communication and interpersonal skills, with the ability to build trust and influence stakeholders at all levels
• Ability to manage complex accounts, prioritize tasks, and handle multiple projects simultaneously
• Strong analytical skills with the ability to leverage data and customer insights to drive actions and decisions
• Customer-focused, with a passion for delivering exceptional customer experiences
• Proficient in CRM tools (Salesforce, HubSpot) and customer success platforms (Gainsight, Totango, etc.)
• Problem-solving mindset with a track record of resolving complex customer issues and driving outcomes

Bonus Skills

• Experience in API-driven platforms and SaaS product environments
• Familiarity with the direct mail industry or logistics
• Knowledge of customer success methodologies and frameworks (e.g., Net Promoter Score, Customer Health Scoring, etc.)
• Experience with project management tools (Jira, Asana, Monday.com)

Ready to make your mark? Join PostGrid’s tight-knit, high-energy team and build technology that powers global offline communications. With competitive pay, flexible work, and a learning-obsessed culture, you’ll ship bold ideas fast and see your impact instantly. Hungry for challenge and craftsmanship? Apply today and help us reinvent how the world connects beyond the inbox.