At a Glance
- Tasks: Manage client relationships and drive revenue growth through proactive service and engagement.
- Company: Join a fast-growing global business reshaping the delivery universe.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on innovation and personal development.
- Why this job: Be part of a dynamic team making a real impact in eCommerce logistics.
- Qualifications: Experience in logistics or e-commerce, strong communication skills, and a problem-solving mindset.
Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Customer Success Manager to join our Commercial team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.
At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.
About the role:
As a Customer Success Manager, you'll own a portfolio of existing retail and e-commerce clients, becoming their trusted point of contact after onboarding. You'll keep clients happy, keep revenue growing, and keep InPost indispensable — through proactive service, regular reviews, and a sharp eye for upsell and cross-sell opportunities.
What you’ll be doing:
- Retain and grow your portfolio — own revenue and delivery volume targets for your assigned book of existing clients.
- Be the go-to person — act as the primary post-sale contact, handling service queries and escalations alongside internal teams.
- Run the relationship, not just the account — build strong, long-term relationships through regular, structured client engagement.
- Check in with purpose — conduct business reviews to assess satisfaction, confirm cooperation terms are being met, and spot opportunities to expand the relationship.
- Grow the account — identify and execute upsell and cross-sell opportunities, promoting campaign products and new InPost services.
- Champion your clients — secure testimonials and case studies that showcase the value InPost delivers.
- Win clients back — recover at-risk or lapsed accounts through proactive outreach and tailored retention plans.
- Keep things moving commercially — support resolution of overdue payments with Finance and the Debt Collection team, and manage commercial documentation and contracts.
- Keep the data honest — maintain accurate client records in the CRM and prepare timely reports on portfolio performance and client health.
- Collaborate across the business — work with Partner Support, Operations, Sales Administration, Marketing, Legal and Finance to deliver seamless service.
- Stay market-aware — monitor competitor activity and market trends, including mystery shopping and customer journey mapping.
What we need from you:
- Experience in logistics, courier, or e-commerce services.
- Experience with CRM platforms.
- Knowledge of parcel or last-mile logistics.
- Experience in client service and sales, including negotiation of commercial contracts.
- Proficiency in the MS Office suite (Word, Excel, PowerPoint).
- Strong communication, interpersonal, and organisational skills.
- A problem-solving mindset and comfort working with data.
- Independent and results-oriented, with a strong sense of ownership.
- Quality-driven, with real pride in the service you deliver.
- A natural relationship-builder, both with clients and internal teams.
- Disciplined, well-organised, and able to plan your own workload.
- A collaborative team player who's equally comfortable working independently.
The InPost process:
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.
At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
Customer Success Manager InPost UK Offices · Commercial · InPost London Office Great Titchfield[...] employer: InPost Ltd.
InPost Ltd. is an excellent employer, offering a dynamic work environment in Lutterworth where innovation and safety are at the forefront of our operations. Employees benefit from a competitive salary, comprehensive perks such as life insurance and a pension scheme, and ample opportunities for professional growth within a supportive team culture that values compliance and efficiency.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager InPost UK Offices · Commercial · InPost London Office Great Titchfield[...]
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InPost Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InPost Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager InPost UK Offices · Commercial · InPost London Office Great Titchfield[...]
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InPost Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at InPost Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InPost Ltd.!
How to prepare for a job interview at InPost Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
