At a Glance
- Tasks: Lead strategic onboarding and ensure client success in automated offline communications.
- Company: Join PostGrid, a global leader in innovative SaaS solutions for offline communication.
- Benefits: Competitive pay, flexible work options, and a culture focused on learning and growth.
- Other info: Diverse and inclusive workplace that values unique perspectives.
- Why this job: Shape the future of offline communications and make a real impact on global brands.
- Qualifications: 4+ years in CSM or Account Management with strong UK market knowledge.
The predicted salary is between 40500 - 49500 £ per year.
PostGrid is a global leader in 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, while ensuring clean address data. Operating at massive scale across multiple regions, 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 communications, join our high-caliber team and help us transform the way the world sends mail.
About The Role: As an Enterprise CSM for our UK team, you will be the strategic face of PostGrid for our British and European accounts. You will navigate the nuances of the UK enterprise landscape focusing on highly regulated industries, to ensure our clients maximize the value of their automated offline communications while staying compliant with regional standards.
Your Responsibilities:
- Strategic Onboarding: Lead high-touch onboarding for enterprises, ensuring technical alignment with regional mail standards and Royal Mail integration.
- QBR Leadership: Conduct Quarterly Business Reviews that focus on ROI, specifically regarding UK postage savings and campaign efficiency.
- Localization Advocacy: Act as the voice of the customer to our product team, highlighting needs for European-specific features or data residency requirements.
- Retention & Expansion: Own a portfolio of high-value accounts, identifying opportunities for cross-border mailing expansion within the targeted region.
- Data Privacy Stewardship: Ensure all customer success activities and data handling practices align strictly with regional GDPR and local privacy mandates.
- Market Networking: Represent PostGrid at UK-based industry events to foster community and advocacy among our enterprise user base.
What Will You Bring To This Role:
- You are a relationship-builder who understands the professional etiquette and decision-making cycles of UK enterprise organizations.
- You possess a strategic mindset, capable of turning complex logistical challenges into clear success plans.
- You have a deep appreciation for the "Offline" industry and the power of physical mail in a digital-first world.
- You are an empathetic advocate who can push back on customers when necessary to guide them toward best practices.
- You bring a "growth mindset" to every interaction, always looking for ways to expand the PostGrid footprint.
- You are highly organized, managing multiple high-stakes projects across different stages of the lifecycle.
- 4+ years of CSM or Account Management experience in B2B SaaS, preferably in the UK market.
- Proven track record of managing accounts with £100k+ ARR.
- Strong understanding of UK-specific business regulations and data privacy (GDPR).
- Exceptional presentation skills, both virtual and in-person.
- Experience using Customer Success platforms like Gainsight or Totango.
- Ability to travel occasionally for client site visits within the UK.
Preferred Qualifications:
- Familiarity with Royal Mail or European postal systems.
- Background in API-driven or technical software products.
- A second European language (French, German, or Spanish) is a plus.
- Certification in a CS framework (e.g., SuccessHACKER).
Our Commitment to Diversity: PostGrid is an equal opportunity employer and values the diversity of backgrounds and perspectives. We strive to cultivate an inclusive environment of understanding to have a greater impact on our business and our customers. We encourage applicants from underrepresented groups and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history, in accordance with applicable local, state, and/or federal laws.
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.
Enterprise Customer Success Manager employer: PostGrid
As a leading SaaS provider, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee well-being and professional development. Our UK team enjoys competitive pay, a flexible work environment, and ample opportunities for growth, making it an ideal place for those looking to make a meaningful impact in the realm of customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PostGrid. 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 PostGrid 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 Enterprise Customer Success Manager
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 PostGrid:Your cover letter is your chance to shine! Tell us why you want to work at PostGrid 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 PostGrid!
How to prepare for a job interview at PostGrid
✨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.
