Head of Customer Success

ShipperHQ • Austin, TX

2d • Hybrid

About The Position

The Head of Customer Success is a key driver of ShipperHQ’s revenue, owning retention and expansion while ensuring a high level of customer service. This is a hands-on leadership role focused on reducing churn, increasing retention, and driving client satisfaction. You’ll work directly with customers, understand their needs, and take action, bringing both strategic thinking and a willingness to execute. The role involves owning Net Revenue Retention and Gross Revenue Retention targets, treating the CS department as a revenue driver, identifying expansion opportunities, and leading by example by mapping out customer journeys and directly managing key accounts. A key aspect of the role is leading the implementation of AI-driven CS operations and designing workflows that provide tailored service through behavioral segmentation, utilizing "tech-touch" for broader engagement. Continuous improvement through auditing and disrupting playbooks, identifying and replacing manual friction with intelligent automation, and coaching a team of CSMs to have a sales mindset are also crucial. The goal is to foster an environment where customer success is defined by increased investment in ShipperHQ.

Requirements

• Bachelor’s degree or equivalent experience.
• 8+ years in Customer Success/Account Management.
• 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 Net Revenue Retention and Gross Revenue Retention targets.
• Treat the CS department as a revenue driver and identify expansion opportunities.
• Map out customer journeys and directly manage key accounts.
• Lead the implementation of AI-driven CS operations.
• Design workflows that provide white-glove service to high-value accounts while utilizing "tech-touch" to maintain high engagement across 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.

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: Senior