Head of Customer Success

ShipperHQ•Austin, TX

18d•Hybrid

About The Position

ShipperHQ is seeking a commercially driven Head of Customer Success to lead our global CS organization. We aren’t looking for a "support-plus" leader, we need a strategist who views Customer Success as a revenue center and can leverage AI to drive net retention and improve the customer journey. This is a 'Player-Coach' leadership role. While you are architecting the high-level strategy, you aren't afraid to get in the trenches. About Us ShipperHQ is headquartered in Austin, TX, and is transforming the way e-commerce businesses manage shipping. Since 2009, we’ve provided innovative shipping software that helps both SMBs and enterprise customers optimize their operations and achieve better results. Our team members span the globe, and we’re united by a culture of collaboration, curiosity, and impact. We’re looking for ambitious, self-motivated individuals with a positive attitude who thrive in a fast-paced, team-oriented environment and are excited to help shape the future of e-commerce. What You’ll Do As the Head of CS, you will own the post-sales lifecycle and be responsible for the health, retention, and expansion of our global revenue streams. Commercially Driven: Own the Net Revenue Retention and Gross Revenue Retention targets. You will treat the CS department as a revenue driver and identify expansion opportunities. Operational Execution: You will lead by example. This means rolling up your sleeves to map out customer journeys and directly managing key accounts. AI Strategic Roadmap: Lead the implementation of AI-driven CS operations. Precision Segmentation: Move beyond basic tiers to behavioral segmentation. You will design workflows that provide white-glove service to high-value accounts while utilizing "tech-touch" to maintain high engagement across our volume-based segments. Innovation & Improvement: Constantly audit and disrupt your own playbooks. You will identify where manual friction exists and replace it with intelligent automation. Commercial Leadership: Coach a team of CSMs to have a sales mindset. You will foster an environment where "Success" is defined by the customer’s increased investment in ShipperHQ.

Requirements

Bachelor’s degree or equivalent experience.
8+ years in Customer Success/Account Management, with 3+ years in a senior leadership role ideally in B2B SaaS.
Low Ego / High Ownership: You have the seniority to lead a meeting but the humility to help a CSM troubleshoot a complex issue. You find joy in 'doing' as much as 'delegating’.
AI Fluency: You have a proven ability to use and implement AI tools to automate workflows and extract actionable insights from data.
Entrepreneurial mindset: You are comfortable with revenue targets and understand the unit economics of a SaaS business. You know how to translate "customer satisfaction" into company profitability.
Data Literacy: Expert-level understanding of NRR, LTV/CAC ratios, and engagement metrics. You don't just report on data; you use it to predict the future.
Operational Grit: You’ve built or scaled a CS department during a period of growth or technological transition.
Exceptional ability to communicate with customers, colleagues and senior management.

Nice To Haves

Experience in e-commerce or shipping/logistics technology is a plus

Responsibilities

Own the post-sales lifecycle and be responsible for the health, retention, and expansion of our global revenue streams.
Own the Net Revenue Retention and Gross Revenue Retention targets.
Treat the CS department as a revenue driver and identify expansion opportunities.
Lead by example.
Map out customer journeys and directly managing key accounts.
Lead the implementation of AI-driven CS operations.
Move beyond basic tiers to behavioral segmentation.
Design workflows that provide white-glove service to high-value accounts while utilizing "tech-touch" to maintain high engagement across our volume-based segments.
Constantly audit and disrupt your own playbooks.
Identify where manual friction exists and replace it with intelligent automation.
Coach a team of CSMs to have a sales mindset.
Foster an environment where "Success" is defined by the customer’s increased investment in ShipperHQ.