Responsibilities
- Customer Onboarding: Manage the end-to-end onboarding process for new accounts, ensuring a smooth transition from Sales to Customer Success.
- Account Activation: Drive customers to send their first shipment as quickly as possible, removing blockers and ensuring full system setup and readiness.
- Spend Realisation: Proactively manage accounts to ensure customers hit their forecasted monthly revenue targets, identifying gaps and taking corrective action where needed.
- Retention & Churn Reduction: Monitor account health, identify early warning signs of disengagement, and take proactive steps to mitigate churn risk.
- Quarterly Business Reviews (QBRs): Conduct structured QBRs with customers to review performance, ROI, shipping data, growth opportunities, and optimisation strategies.
- Customer Engagement: Maintain regular contact with accounts via phone, email, and video calls to strengthen relationships and drive long-term value.
- Cross-Functional Collaboration: Partner with Sales, Operations, Finance, and Product teams to resolve issues, improve processes, and advocate for customer needs.
- Upsell & Growth Support: Identify expansion opportunities and support upsell or cross-sell initiatives in collaboration with the Customer Success Manager.
- CRM Management: Maintain accurate records of customer interactions, revenue performance, activation status, and risk indicators within the CRM.
- Performance Metrics: Meet or exceed activation, revenue realisation, retention, and engagement targets set by the Customer Success Manager.
Skills and Competencies
- Experience: Minimum 3 years of experience in Customer Success, Account Management, Customer Support / Service, or a related client-facing role (SaaS or logistics experience preferred but not required).
- Commercial Awareness: Comfortable discussing revenue targets, performance metrics, and business outcomes with customers.
- Communication: Strong verbal and written communication skills in English, with the ability to build rapport and deliver structured business reviews.
- Customer-Centric Mindset: Passionate about helping customers succeed and committed to delivering measurable value.
- Organisational Skills: Strong time management and prioritisation skills to manage multiple accounts simultaneously.
- Problem-Solving: Proactive and solution-oriented, able to identify issues and drive resolution quickly.
- Tech Savvy: Proficient with CRM systems (e.g., Salesforce, HubSpot) and comfortable learning SaaS platforms and logistics systems.
- Self-Motivated: Results-driven with the ability to work independently in a fully remote environment.
Top Skills
What We Do
Welcome to ParcelHero - the UK's favourite international parcel delivery service! ParcelHero is renowned for being an outstanding UK courier and international parcel courier because we don't compromise on service - despite having the cheapest prices of any UK courier. By bringing together the worlds' biggest and most reputable carriers under one roof we provide you with a superior and comprehensive portfolio of cheap courier services that you can really trust to deliver! Our reliable delivery services are available to over 220 countries worldwide and include: Express, economy, timed and same-day delivery courier options to suit every budget. ParcelHero offers the fastest transit times of any online courier services and we can collect from most countries same day - all you need to do is tell us your requirements. We even help you produce the shipping documents you need in only a few clicks. However, ParcelHero is much more than the cheapest parcel delivery company in the UK. Our exceptional customer service is what really sets us apart from our competitors. You don't need to be a shipping expert to make use of ParcelHero's delivery services because our customer service team are all experts in their field and their wealth of industry knowledge is available to you if you have any questions about your parcel delivery. Unlike many other online parcel delivery services, you can also contact ParcelHero via telephone - and you can rest assured that ParcelHero staff are always professional, polite and friendly - no matter what your query may be. But don’t just take our word for it, check our reviews on the independent website TrustPilot. If you need a reliable service that's quick, cost effective and easy to use, and that can give you expert advice when you need it, then you don't just need a cheap parcel delivery company, you need a ParcelHero!
