Job Details

Customer Success Manager

Who We Are

Paccurate is the essential Packing Control System (PCS) for high-volume shippers, empowering brands, 3PLs, and distributors to optimize their fulfillment operations. Our system identifies your dealbox and mailer combinations, ensures efficient order packing, and maximizes return on investment from automation. With integrated packing control, operational teams can easily modify or create new packing logic without requiring backend code changes.

Our core mission is to establish Paccurate as the packaging control layer of fulfillment, driving a significant reduction in shipping waste and fostering greater sustainability. Shippers leveraging Paccurate benefit from lower transportation costs, a smaller carbon footprint, and enhanced throughput.

About the Role

We are expanding our Customer Success Team and are looking to add a Customer Success Manager! You should apply if you have a proven track record of building strong post-sales relationships & maintaining a successful book of accounts. In this role you will manage the day-to-day needs of your assigned accounts, creating strong relationships with customers, contributing to account growth, and collaborating with internal teams to deliver consistently excellent customer experiences. It should be expected that this role will also entail some travel to customers as business needs arise.

Applicants must be legally authorized to work in the United States. Paccurate does not provide visa sponsorship.

Responsibilities

• Customer Lifecycle Management & Revenue Accountability: Own a dedicated portfolio of customer accounts, overseeing the full customer lifecycle. Be accountable for Net Revenue Retention (NRR) and ensure the value proposed during pre-sales is successfully realized post-implementation.
• Onboarding & Time-to-Value: Lead customer onboarding and Paccurate platform implementations, from the initial handoff to the final go-live. A key focus is on reducing time-to-value and driving successful platform adoption.
• Engagement & Satisfaction: Drive consistent customer engagement through regular check-ins, product updates, and business reviews to strengthen Customer Satisfaction (CSAT) and foster long-term loyalty.
• Product Expertise & Training: Serve as a product expert, providing comprehensive training to customers on the Paccurate platform and its full suite of products.
• Issue Resolution & Advocacy: Efficiently oversee and manage customer issue resolution, turning challenges into positive, successful experiences. Act as the internal advocate for customers, translating their needs and feedback into actionable insights for the Product team.
• Growth & Contract Management: Identify and execute on upsell opportunities within the customer base to support NRR goals. Manage all aspects of customer contracts, including renewals and overall retention efforts.

Skills and Experience We're Looking for

• Minimum of 3 years of experience in Customer Success, Technical Account Management, Customer Support, or related customer-facing relationship roles.
• Proven ability to nurture and grow customer relationships through proactive monitoring of customer health, early identification of risks, and anticipation of customer needs.
• Exceptional problem-solving capabilities, including the ability to accurately diagnose complex challenges, develop effective solutions, and consistently drive positive customer outcomes.
• Strong collaborative, interpersonal, and communication skills, necessary for successful cross-functional partnership across all Paccurate teams.
• A strong technical acumen and proficiency in data analysis.
• Excellent time and project management skills, with the ability to efficiently manage a demanding portfolio of multiple customer accounts.
• Prior experience in SaaS and/or the supply chain industry.

How We Show Up

At Paccurate, we're a high-impact team where individual ownership matters. We foster a culture where curiosity, growth, and integrity drive everything we do. We encourage team members to challenge themselves, continuously learn, and seek better ways to serve our customers. By operating with purpose and turning challenges into positive outcomes, we create an environment where innovation and results thrive.

Core Values

Grow Together

We foster an environment where people are encouraged to challenge themselves, take risks, and grow. We share the learnings of our failures as eagerly as the impact of our wins, and celebrate each other throughout.

Curiosity Fuels Innovation

We are relentless learners, always questioning how we can improve. We ask questions, seek diverse perspectives, and challenge ourselves to innovate.

Act with Integrity

We do the right thing-even when no one is watching. Honesty and fairness guide every decision we make with our customers, partners, and teammates.

Move with Purpose

We operate with tempo and focus, prioritizing what matters and staying aligned with our goals. Every decision we make is intentional and impact-driven because our customers trust us with their mission-critical operations.

Own It

We take full ownership of our work. We hold ourselves to high standards and don't wait for others to solve problems. We step up, take responsibility, and follow through. We trust our colleagues to do the same.

Benefits

Paccurate offers competitive compensation, equity, comprehensive health benefits, 401K Match, meaningful opportunities for growth and development, as well as the flexibility that comes with WFH.

To Apply

Please submit your resume via the 'Apply to Position' button above.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.