Customer Success Specialist
Remote
At Two Boxes, we are working on solving one of the largest problems in the e-commerce industry - returns. Our mission is to enable the first purpose-built logistics network fully dedicated to maximizing the value of e-commerce returns in order to help merchants and logistics providers, improve the customer experience, and eliminate unnecessary waste and emissions.
We launched the company in January 2022 and since then, we have attracted incredibly talented team members with experience at Flexport, BMW, Outrider, Disney, Boeing, and more. We are a private company backed by investors and advisors representing Vinyl, Matchstick Ventures, Range Ventures, Assembly Ventures, Amazon, Shopify, and more.
We’re seeking a Customer Success Specialist to join our growing team. You’ll own and nurture a portfolio of 3PLs and brands, helping them maximize value from Two Boxes solutions. You’ll serve as their advocate, strategic advisor, and problem-solver—ensuring satisfaction, demonstrating ROI, and driving long-term partnership success.
You’ll also play a hands-on role in shaping our product and processes by identifying opportunities, closing gaps, and stepping up when something’s missing. This is a high-impact, high-visibility role that’s ideal for someone hungry to grow and make a difference. This role combines strategy, operations, and sales into one, allowing you to bring creative ideas and solutions to both customers and internal teams. If you love serving customers, problem-solving, and thinking creatively, please apply!
2–4 years in customer-facing roles, ideally in Customer Success or Customer Support at a SaaS, ecommerce, logistics, or 3PL company.
Firsthand experience working with eCommerce brands or 3PLs, understanding their pain points, especially around returns and operations.
Excellent communication (written and verbal), enabling you to build rapport, manage expectations, and drive value.
A thirst for creating order from chaos, and comfort with ambiguity.
Comfort with data interpretation and quantitative analysis; able to interpret metrics and use dashboards to tell compelling stories.
A self-starter mindset - hungry, motivated, and eager to take initiative—even when it’s not in your job description.
An interest and ability to travel occasionally (~every other month) for site visits, conferences, or team events.
Product Adoption
Serve as the go-to expert for Two Boxes product features, capabilities, and new releases.
Relationship Management & Retention
Manage a book of accounts with 3PL’s and ecommerce brands, owning all touchpoints from post onboarding through renewal.
Build strong, trust-based relationships with stakeholders across operations.
Identify and resolve challenges proactively, reducing churn risk and boosting satisfaction.
Strategic Growth & ROI
Continuously surface new ways for customers to drive incremental value from Two Boxes.
Monitor key metrics, analyze performance, and deliver compelling ROI stories through QBRs and data-driven check-ins.
Ensure smooth renewal processes and support account growth and expansion.
Internal Collaboration & Improvement
Champion the customer voice internally—escalating feedback, proposing product enhancements, and closing knowledge gaps, by working cross-functionally with Onboarding, Product, Engineering, and Sales
Step up where processes are missing or undefined; document improvements and help scale repeatable playbooks.
