Customer Success Manager - Parcel Lockers

Quadient; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A technology solutions provider in the UK is seeking a Customer Success Manager for their Parcel Lockers division. The role involves guiding hosts through onboarding, managing relationships, and ensuring customer satisfaction with the product. Ideal candidates will have strong communication skills and expertise in data analysis tools. This position offers a hybrid work model and opportunities for professional development within a diverse team.

Benefits

Competitive salary

Generous referral scheme

Employee assistance program for mental health support

Access to online learning platform

Qualifications

• Understanding of customer lifecycle management and retention strategies.
• Ability to learn and apply knowledge of smart lockers and related software.
• Strong communication skills, both written and verbal.

Responsibilities

• Guide locker hosts through processes to achieve their outcomes.
• Create onboarding materials and deliver product demos.
• Monitor host performance and evaluate data for improvements.

Skills

Customer lifecycle management

Data analysis

Presentation skills

Communication skills

Tools

Salesforce

Power BI

Job description

Customer Success Manager - Parcel Lockers

• Full-time
• Compensation: GBP 0 - GBP 0 - yearly

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Reporting to the Director of Customer Success for Parcel Locker Solutions this role is responsible for: Quadient Lockers UK Ltd have an essential new opportunity for a Customer Success Manager, in an exciting, fast-paced work environment, allowing you to make an immediate impact on our team and company. Reporting to the customer success Director, we are looking for someone who is positive, supportive, and self-starting. You are passionate about great customer service, tech-savvy, and you enjoy detailed data related assignments. If you are looking for a company where everyone works together and "wears a few hats", "rolls up their sleeves" to get the job done, this opportunity may be perfect for you.

The purpose of Customer Success Management is to proactively guide locker hosts toward achieving their desired outcomes with our products or services, ensuring long-term satisfaction, loyalty, and mutual growth. By building trusted relationships, driving product adoption, and delivering measurable value, Customer Success acts as a strategic partner that maximises customer lifetime value while enhancing retention rates and reducing churn. Parcel Lockers are a key focus line of business for Quadient globally. Retention and expansion of Strategic hosts and clients are essential to achieving the yearly growth required.

Your role in our future

• Guide new and existing hosts through Quadient processes and continual benefits of hosting a locker.
• Create onboarding materials and automated processes (Videos, guides and FAQs).
• Product demos and training sessions where required.
• Act as a primary point of contact for locker hosts.
• Build strong, long term lifecycle relationships with each host. Develop loyalty.
• Understand host goals and align them to Quadient Locker goals.
• Respond to inbound enquiries, providing support for cases raised by Quadient contact Centre (CIC).
• Escalate technical issues to relevant technical support functions.
• Ensure timely resolution, communicate updates clearly to the host and internal functions.
• Drive Host contract renewals by promoting return on investment.
• Identify cross sell and joint marketing opportunities.
• Collaborate with Site acquisition team for expansion strategy and opportunity.
• Monitor Host locker performance, evaluating data (usage, adoption, growth).
• Identify risks of churn and take early preventative action.

Your profile

• Understanding of customer lifecycle management, retention strategies and value realisation.
• Product knowledge: Ability to learn and apply a deep knowledge of smart lockers and software that runs smart lockers.
• Presentation skills and associated technologies such as MS PowerPoint
• CRM and CS Tools: Ability to use CRM (Salesforce and Salesloft), survey tools etc
• Data analysis analytics and organisational skills, using BI tools such as Power BI
• Strong communication skills (written and verbal)
• Project management: Knowledge of managing onboarding, implementation and succession plans

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.

Flexible Work

Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.

Endless Learning

Access global opportunities for growth through our 24/7 online learning platform.

Inclusive Community

Join our Empowered Communities and engage in our Philanthropy program.

Comprehensive Rewards

Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.

Caring for Wellbeing

Access our complimentary employee assistance program for mental health support.

Smart Work at Quadient

At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

Be yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [e-mail]

Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, color religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics, or federal law.