Customer Success Manager

About the position

ShipperHQ is headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the globe with 30+ members based in Austin, Texas. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset. As a Customer Success Manager at ShipperHQ, you'll play a crucial role in ensuring our customers maximize the value of our products and services. You'll focus on driving customer satisfaction, retention, and revenue growth by deepening engagement and expanding product adoption within existing accounts.

Responsibilities

• Build and nurture strong customer relationships, understanding their needs and goals.
• Guide customers in fully leveraging our products and services to achieve success.
• Identify opportunities to upsell or cross-sell solutions that enhance their experience.
• Proactively address customer challenges, escalating complex issues as needed.
• Collaborate with product, sales, and other teams to ensure customer feedback informs future enhancements.
• Drive customer retention by delivering exceptional service and timely issue resolution.
• Negotiate pricing and sales terms with customers.

Requirements

• 3+ years of experience in a SaaS Customer Success role.
• Strong communication skills, both written and verbal, with experience engaging customers via email and phone.
• Excellent interpersonal skills with a customer-centric approach.
• Comfortable with sales, negotiation, and expanding customer relationships.
• Self-motivated and capable of working independently or within a team.
• Problem-solving mindset with the ability to analyze data and identify trends.

Benefits

• Work with a collaborative and motivated team with the ability to tie results in the organization directly to your actions.
• 22 days PTO in addition to public holidays
• 401k Match
• Medical, Dental, and Vision Insurance
• Maternity and Paternity Leave