Sr. Customer Success Manager - SaaS​​

About ShipperHQ and this position:

ShipperHQ is a startup 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 40 team members spread across the US, the UK, Ireland, and Australia. 30 members are based in Austin, TX. We are seeking an outgoing individual with a positive attitude who is willing to grow with the company.

Our Customer Success Managers work in a primarily customer-facing role responsible for ensuring that ShipperHQ customers are getting the most value from our product and or services. As a Sr. Customer Success Manager, you will contribute to the overall success and growth of ShipperHQ and our valued clients. This role is instrumental in shaping the future of our customer relationships.

The Sr. Customer Success Manager to contribute in the following areas:

• Establishing and fostering high-level relationships with key stakeholders, including executives and decision-makers within client organizations.

• Collaborating closely with clients to gain an in-depth understanding of their long-term goals and business objectives.

• Proactively identifying and executing on opportunities for organic growth within existing client accounts, going beyond upsell and cross-sell to strategically align our offerings with their evolving needs.

• Providing assistance and guidance to customers to help them fully utilize the products or services they have purchased.

• Identifying opportunities to upsell or cross-sell products or services to existing customers.

• Proactively identifying and resolving customer issues, and escalating more complex problems to the appropriate teams.

• Collaborating with other teams, such as product development and sales, to ensure that customer feedback is taken into account in the development of new products or features.

• Ensuring customer retention by providing a high level of customer service and timely resolution of issues.

• Negotiating prices and terms of sales with customers.

• Meeting or exceeding revenue targets.

The ideal candidate has the following experience:

• 4-5 Years in a SaaS Customer Success Role

• Experience communicating with customers via email and over the phone.

The ideal candidate has the following qualities:

• Strong interpersonal skills

• Comfortable with sales and negotiation

• Have experience working in a customer-facing role

• Self-motivated 

• Able to work independently, as well as part of a team 

• Strong written and verbal communication skills 

• Have a problem-solving mindset 

• Ability to understand and analyze data in order to identify trends and opportunities

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.