Customer Success Manager
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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:
In this role, you will drive commercial retention and growth across an established portfolio of Key E-commerce and omni channel retailers. You will build strong, strategic relationships, ensure clients are equipped to maximise performance, and unlock opportunities to expand their use of InPost delivery services.
What you’ll be doing:
Commercial Retention & Growth
- Lead the retention and commercial expansion of your client portfolio through data driven plans, strategic proposals, and proactive problem solving.
- Develop initiatives that increase InPost’s share of checkout and strengthen long term client value.
- Manage escalations and resolve issues quickly to maintain confidence, satisfaction, and commercial continuity.
- Engage regularly with clients to position InPost as a trusted growth partner.
- Deliver clear reporting, insights, and analysis to guide optimisation and improve commercial outcomes.
Business Reviews, Negotiations & Commercial Uplift
- Lead structured monthly and quarterly business reviews to evaluate performance, highlight risks and opportunities, and set aligned commercial priorities.
- Prepare concise, insight driven reporting that surfaces trends and identifies the actions required to drive growth.
- Negotiate the adoption of new products and services that expand InPost’s footprint and increase share of wallet.
- Plan and deliver tactical promotions and initiatives that stimulate usage and drive incremental revenue.
Operating in an Ambiguous, Fast Paced Environment
- Navigate shifting priorities and incomplete information with confidence, clarity, and sound commercial judgement.
- Maintain structure and focus under pressure, ensuring clients and internal teams receive clear direction even when situations evolve rapidly.
- Remain proactive, solutions focused, and resilient — enabling sustained retention and unlocking commercial growth in a dynamic environment.
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.
Perks of the job!
We love to reward our people for the great work they do:
🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
More time for you to relax, explore, and enjoy life.
🌟 Vitality Health Care
Stay healthy and happy with our top-notch health coverage.
🌍 Work from Anywhere – 4 Weeks per year
Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.
👶 Enhanced Parental Leave
We support you during those precious family moments.
🌳 Volunteering Days
Take a paid day to make a difference in your community
🏡 Hybrid Working (Role suitability dependent)
We innovate, collaborate and optimise by coming together 3 days per week in the office
🐶 Bring Your Dog to Work Day (Every Friday)
Make every Friday pawsitively amazing!
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.