Customer Success Manager

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a ­­­­ Customer Success Manager to join our Commercial team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.

At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role:

As a Customer Success Manager, you'll own a portfolio of existing retail and e-commerce clients, becoming their trusted point of contact after onboarding. You'll keep clients happy, keep revenue growing, and keep InPost indispensable — through proactive service, regular reviews, and a sharp eye for upsell and cross-sell opportunities.

What you’ll be doing:

Retain and grow your portfolio — own revenue and delivery volume targets for your assigned book of existing clients.

Be the go-to person — act as the primary post-sale contact, handling service queries and escalations alongside internal teams.

Run the relationship, not just the account — build strong, long-term relationships through regular, structured client engagement.

Check in with purpose — conduct business reviews to assess satisfaction, confirm cooperation terms are being met, and spot opportunities to expand the relationship.

Grow the account — identify and execute upsell and cross-sell opportunities, promoting campaign products and new InPost services.

Champion your clients — secure testimonials and case studies that showcase the value InPost delivers.

Win clients back — recover at-risk or lapsed accounts through proactive outreach and tailored retention plans.

Keep things moving commercially — support resolution of overdue payments with Finance and the Debt Collection team, and manage commercial documentation and contracts.

Keep the data honest — maintain accurate client records in the CRM and prepare timely reports on portfolio performance and client health.

Collaborate across the business — work with Partner Support, Operations, Sales Administration, Marketing, Legal and Finance to deliver seamless service.

Stay market-aware — monitor competitor activity and market trends, including mystery shopping and customer journey mapping.

What we need from you:

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

• Experience in logistics, courier, or e-commerce services

• Experience with CRM platforms

• Knowledge of parcel or last-mile logistics

• experience in client service and sales, including negotiation of commercial contracts

• Proficiency in the MS Office suite (Word, Excel, PowerPoint)

• Strong communication, interpersonal, and organisational skills

• A problem-solving mindset and comfort working with data

You are

• Independent and results-oriented, with a strong sense of ownership

• Quality-driven, with real pride in the service you deliver

• A natural relationship-builder, both with clients and internal teams

• Disciplined, well-organised, and able to plan your own workload

• A collaborative team player who's equally comfortable working independently
  

The InPost process:

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.