Customer Success Manager

Customer Success Manager (English & Spanish bilingual)

Auctane Madrid, Community of Madrid, Spain

About Us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over €200 billion worth — to recipients around the globe.

Our product family includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About The Role

At Auctane, we know our customers are at the heart of everything we do. The Customer Success Manager (CSM) plays a pivotal role. As a CSM, you’ll build and nurture relationships with our most strategic customers, helping them unlock their business goals with the power of Auctane’s products and services.

You’ll go beyond the surface, diving into their operations to uncover opportunities to streamline processes, adopt best practices, and identify areas for growth and monetisation. Whether it’s optimising carrier selection or recommending strategies for maximising returns, your expertise in Packlink and e‑commerce will guide them to success.

By ensuring our customers thrive, you play a critical role in driving retention, cultivating future opportunities, and fueling growth—for both our customers and Auctane.

This position is fully remote as long as you are based in Spain.

Responsibilities

• Account Ownership : manage a book of business that has potential accounting optimisation and monetisation opportunities; partner with implementation for continued account growth.
• Diagnose and Document : identify areas of potential customer savings, monetisation, and growth.
• Relationship Management : engage customers and establish trust and rapport to speak into their business and processes.
• Customer Retention and Growth : proactively engage with clients to understand their goals, challenges, and objectives; collaborate with cross‑functional teams to develop strategies and initiatives that drive customer success and promote retention.
• Customer Advocacy : act as an internal advocate, conveying feedback and insights to the relevant teams to drive product and service improvements. Continuously monitor customer satisfaction and identify opportunities to enhance the experience.
• Data Analysis and Reporting : utilise customer success tools and data analytics to track performance, identify trends, and measure the effectiveness of success initiatives. Provide actionable insights to customers and internal stakeholders.

Qualifications

What will make you stand out

What we offer