Digital Customer Success Manager

At parcelLab, we're reshaping how the world's leading brands manage the post-purchase experience.

Our post-purchase platform helps companies like John Lewis, Chico's, Yeti, AllSaints, and others transform every touchpoint into moments that drive customer engagement, build loyalty, and create customers for life.

We are looking for a full-time Digital Customer Success Manager to join our global Customer Success team. This role is focused on driving adoption, value, and retention at scale across a portfolio of customers, using a digital-first, data-driven Customer Success approach.

The Role:

The Customer Success team is responsible for ensuring our customers continuously realize value from parcelLab beyond go-live. As a Digital Customer Success Manager, you will own a large portfolio of customers and ensure they are successful through structured onboarding, product adoption, proactive engagement, and scalable enablement, supported by data, automation, and our Customer Academy.

What you'll do:

• You'll be the primary post-launch owner of the customer relationship for a portfolio of digital / mid-market accounts, ensuring long-term value realization and retention

• You take over from the Implementation Manager after go-live, ensuring a smooth handover from onboarding into ongoing success

• You drive product adoption and outcomes at scale, using digital touchpoints such as automated journeys, webinars, in-app guidance, campaigns, and learning paths

• You develop a deep understanding of your customers' business goals, operational challenges, and KPIs, particularly across e-commerce, logistics, customer service, and post-purchase experience

• You proactively monitor health signals, usage data, and risk indicators, and intervene early to prevent churn or underperformance

• You guide customers on best practices, new features, and use cases, helping them continuously evolve their parcelLab setup as their business grows

• You run structured success motions, including onboarding follow-ups, adoption check-ins, renewal readiness, and light commercial conversations where relevant

• You identify upsell and expansion opportunities based on customer maturity, usage, and business needs, and collaborate closely with Sales on execution

• You act as the voice of the customer, feeding insights, trends, and improvement opportunities back to Product, Engineering, and the wider Customer Team

• You contribute to building and improving scalable CS programs, playbooks, automation, and self-serve enablement that allow us to support more customers without increasing headcount

• You have a strong passion for designing, delivering, and continuously improving training and enablement, enabling customers to self-serve and succeed through a 1-to-many, digital-first Customer Success model.

What we are looking for:

• 2–4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role

• Experience managing a large book of business using a digital / 1-to-many Customer Success model

• Strong ability to prioritize, segment, and scale your time effectively while maintaining high-quality customer outcomes

• Data-driven mindset with experience using customer health scores, usage data, and KPIs to guide decisions

• Strong communication and presentation skills, comfortable running webinars, trainings, and customer sessions

• Commercial awareness, with the ability to identify retention risks and growth opportunities

• Experience working cross-functionally with Sales, Product, Engineering, and Support

• Fluent in English and German (written and spoken)

Bonus Points:

• If you have experience or a good understanding of e-commerce, post-purchase journeys, or logistics (you don't need to be an expert yet — but you will become one)

Why join parcelLab:

• You'll join a passionate and collaborative global team with plenty of room to grow

• Competitive salary + bonus + benefits

• Exposure to high-growth accounts and verticals

• A culture that values creativity, experimentation, and ownership

Perks & Benefits:

Plenty of room for your own to try, fail and learn

Comprehensive day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities

As a digital-first company, you choose whether to work entirely from home, in one of our offices or a mix that suits you. Not close to one of our offices? No problem Find yourself a co-working space instead, and we'll pay

Make use of our home office set-up budget to get kitted out (a spacious desk, comfy chair, some houseplants, or great tech accessories), and all this alongside the latest MacBook or PC

Career development opportunities, including our Leadership Development Program and our Future Leaders Program, as well as online language courses, available budgets for further training and access to LinkedIn Learning

Stay grounded with our free meditation, mindfulness and coaching sessions via our mental wellbeing platform 

Regular company retreats, parcelLab events (in-person and online), local and regional meet-ups, as well as team off-sites

Be part of a motivated, diverse and international team made up of over 34 different nationalities; and with a five-star rating for company culture and employee experience on Glassdoor, you'll love working here

About parcelLab

We bring people and brands closer together by closing the experience gap post-sales and beyond, transforming operational complexity into opportunities to outperform for 550+ brands worldwide, including IKEA, Bose, Farfetch and Nespresso.

With offices in Munich, London and Boston, we have been highlighted by the Financial Times as one of the fastest-growing technology companies in Europe in 2021.

It's all in a day's work for us:

• Monitor over six million shipments per day

• Now actively managing operations experiences in 153 countries across the globe

• Send around thirteen million pro-active, personalized, event-driven emails

• Shipping data comes from more than 150+ carriers worldwide, including DHL, FedEx & DPD

• Creating over 40 million reasons for people to fall in love with brands each day

For brands, that means more chances to create relationships that last. And for the people that buy from them, it means turning mundane operational moments into moments of joy

Equal Opportunities

parcelLab is an Equal Opportunities Employer. We live the motto always joy, always team, always equality,  which means we celebrate diversity and do not accept any form of discrimination or harassment. We believe that diversity enriches our employee experience and allows each of us to deliver the best work possible.

Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability status or other lived experience.

Come be part of our growth – contribute your ideas and share in our success as we continue to improve the post-sales customer journey for millions of people every day.