What are the responsibilities and job description for the Customer Success Manager - SaaS position at ShipperHQ?
Customer Success Manager - SaaS
About ShipperHQ:
ShipperHQ is a trusted leader in the e-commerce shipping space, with over 15 years of experience helping merchants deliver better checkout experiences. Founded in 2009, we power shipping logic and checkout optimization for thousands of brands, from DTC disruptors to enterprise retailers, in 150 countries. Based in Austin with a global team, we’re a fast-moving, product-led company shaping the future of e-commerce logistics.
Position Overview:
As a Customer Success Manager at ShipperHQ, you'll be the trusted advisor for our customers, helping them maximize the value of our platform. You'll build strong relationships, drive product adoption, identify growth opportunities, and ensure customers achieve their business goals. Success in this role is measured by customer satisfaction, retention, and expansion within your portfolio.
Responsibilities
- Build and maintain strong relationships with customers, acting as their trusted advisor.
- Understand customer goals and recommend solutions that maximize the value of ShipperHQ.
- Drive product adoption through proactive engagement, education, and best practices.
- Identify and pursue upsell and cross-sell opportunities within existing accounts.
- Proactively identify, troubleshoot, and resolve customer issues, escalating when appropriate.
- Partner closely with Sales, Product, and Support to advocate for customer needs and improve the customer experience.
- Gather and communicate customer feedback to influence product enhancements and roadmap priorities.
- Own customer retention by delivering exceptional service and resolving issues promptly.
- Negotiate renewals, pricing, and commercial terms when appropriate.
- Meet or exceed customer retention and revenue growth targets.
Qualifications
- 3 years of Customer Success experience in a SaaS environment.
- Proven experience managing customer relationships and driving retention and growth.
- Strong communication skills, both written and verbal, with experience engaging customers via phone and email.
- Comfortable discussing commercial opportunities, renewals, and negotiations.
- Strong interpersonal and relationship-building skills.
- Analytical mindset with the ability to interpret customer data and identify trends and opportunities.
- Self-motivated, organized, and able to manage priorities independently.
- Collaborative team player with a proactive, problem-solving approach.
- Passion for delivering exceptional customer experiences.
Why ShipperHQ?
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. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies, thanks to our collaborative learning culture that fosters continuous growth and innovation.
Benefits and Perks:
- Collaborate with a motivated team, directly tying your results to organizational success
- 22 days of PTO plus public holidays
- 401k Match
- Medical, Dental, and Vision Insurance
- Maternity and Paternity Leave
- This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area
- Compensation is based on experience