Customer Success representative

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OtherCustomer Success Representative

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Overview

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide,

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OtherCustomer Success Representative

ParcelHero is one of the UK’s biggest parcel delivery price comparison sites. With over 5 million visitors a year, and over 100 remote employees worldwide, we’re a technology-driven company that’s going places, delivering innovative solutions to ensure exceptional customer care. As a forward-thinking and dynamic business, we offer excellent career growth opportunities.

In 2025, we will be rolling out worldwide our new TMS (Transport management solution) Parcelhero Pro, which enables retailers to pay a monthly subscription to centralise all orders and ship on their own carrier accounts using our cutting-edge shipping platform.

At ParcelHero, we foster a collaborative and innovative culture where every team member's voice matters. We're a fast-paced, remote-first company that values initiative, adaptability, and a strong sense of ownership. If you're someone who thrives in a dynamic, ambitious, and forward-thinking team, you’ll fit right in with us.

Parcelhero, founded in 2003, is a leading UK parcel delivery price comparison site, attracting over 5 million visitors annually. As a dynamic and forward-thinking technology company with over 100 remote employees worldwide, we are on a strong growth trajectory. Driven by our commitment to innovative solutions and outstanding customer care, we offer excellent career growth potential, particularly as we continue to grow rapidly.

Our remote-first culture is collaborative and innovative, where every voice is heard, and we encourage initiative, adaptability, and ownership. If you're a dynamic and ambitious individual seeking a forward-thinking team, Parcelhero is the ideal fit for you.

Committed to Quality
Create Amazing Experiences
Putting People First
Listen to What People are Saying, Welcome Feedback
Inform - Educate - Innovate
Work Hard, Play Hard

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.

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.