Job Description

Customer Success Manager - SaaS ​

About Us

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.

What You’ll Do:

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.

Your Impact:

• 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.

What We’re Looking For:

• 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.

This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. You will learn more at ShipperHQ in a year than you would in 3 years at other companies. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. 

Benefits and Perks:

• 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

Logistics:

• This is a full-time position working out of our Austin, TX office 2 days a week 
• Compensation is based on experience

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.

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