Customer Success Manager - SaaS

ShipperHQ • Austin, TX

2d • Hybrid

About The Position

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.

Requirements

• 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed