What are the responsibilities and job description for the Implementation Manager - SaaS position at ShipperHQ?
Implementation Manager - SaaS
Are you passionate about helping customers succeed with innovative SaaS solutions? Join ShipperHQ and work with leading e-commerce brands to implement our industry-leading shipping platform, solve complex challenges, and deliver exceptional customer experiences in a fast-paced, collaborative environment.
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 an Implementation Manager, you'll help customers bring ShipperHQ to life. You'll partner with merchants to understand their business needs, design the right solution, and guide them through a successful implementation. This is a highly collaborative, customer-facing role where you'll combine problem-solving, technical curiosity, and strategic thinking to deliver an exceptional customer experience. No two implementations are the same, so you'll constantly be learning, solving new challenges, and helping customers unlock the full value of our platform.
Responsibilities
- Partner with customers to understand their business goals, workflows, and technical requirements, then deliver successful ShipperHQ implementations.
- Lead customer onboarding projects from kickoff through go-live, ensuring projects stay on track and customers are set up for success.
- Create, configure, and manage scopes of work and implementation plans.
- Become a product expert, providing customers with best practices, guidance, and creative solutions tailored to their business.
- Collaborate with Account Executives during the sales process by providing implementation expertise and solution recommendations.
- Work closely with Customer Success Managers and customers post-sale to ensure timely onboarding and a smooth transition to ongoing account management.
- Coordinate with our Support team on technical issues to ensure clear communication and appropriate SLA expectations.
- Share customer feedback and product insights with our Product, Support, and Marketing teams to help improve the customer experience.
- Manage multiple customer implementations simultaneously while maintaining high customer satisfaction and achieving team KPIs.
- Contribute to improving internal processes and implementation best practices as we continue to scale.
Qualifications
- 2 years of experience in a customer-facing role within a SaaS environment.
- Experience with e-commerce platforms, technologies, or the broader e-commerce ecosystem.
- Familiarity with sales processes and CRM systems.
- Project management experience is a plus.
- Strong communication and relationship-building skills with the ability to work effectively with both technical and non-technical stakeholders.
- Naturally curious and analytical, with a passion for solving complex problems and improving customer outcomes.
- Comfortable learning technical concepts and troubleshooting implementation challenges.
- Self-motivated, adaptable, and excited to work in a fast-paced, collaborative startup environment where you'll wear multiple hats.
- Continuously looking for opportunities to improve processes, customer experiences, and team efficiency.
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