Senior Customer Success Manager

About Shipium

Shipium is on a mission to solve the ‘Prime problem’ that modern retailers face today how to make fast, free, and on-time delivery promises a cornerstone of the customer’s shopping experience. We work with both fast-growing companies and well-known large retailers to cut costs, speed deliveries, and increase flexibility through great APIs, easy integrations into existing infrastructure, and powerful services optimizing the full retail supply chain.

We’re building tech that connects previously fragmented systems and automates complex supply chain decisions to deliver speed and value across operations. 

Founded in 2019 by supply chain technology experts from Amazon and Zulily, the company is on a mission to help every eCommerce company provide its customers a great delivery experience while simultaneously reducing their costs to fulfill orders.

About the role

The Sr. Customer Success Manager will be responsible for an assigned book of business, empowering customers to maximize the value of their investment with Shipium. This role focuses on setting long-term goals, driving product adoption, and demonstrating value through Quarterly Business Reviews. The ideal candidate will manage customer health, identify risks, and provide solutions, while also focusing on retention, renewal, and assisting sales with upselling opportunities.

What you'll do

• Build and maintain strong customer relationships, fostering loyalty and reducing churn.
• Develop customer-facing resources to improve platform usability and overall customer experience.
• Lead post-implementation kick-off meetings to ensure smooth platform understanding and adoption.
• Proactively manage customer health, identify risks, and develop solutions (CSAT, NPS, etc.).
• Schedule and lead ongoing customer meetings to showcase value, discuss new releases, and understand business needs and goals.
• Understand and act on key financial and business performance indicators.
• Leverage existing tools and advocate for new ones to meet customer needs.
• Collaborate with internal stakeholders to resolve customer issues and provide feedback.
• Communicate complex information and recommendations clearly.
• Align with Marketing and Product teams to promote success and drive the product roadmap.
• Map customer journeys, create success plans, and adjust as necessary.
• Demonstrate expertise in product issues, the market, and competitive environment.
• Forecast renewals and expansion & upsell opportunities; renew current business.
• Create and deliver executive-level presentations.
• Mentor and coach junior team members.
• Other duties as assigned.

Qualifications

• Bachelor’s degree, and/or 3 - 5 years related experience in a SaaS environment in either a Customer Success or Account Management role; or equivalent combination of education and experience.

At Shipium, Employees enjoy full medical, dental & vision coverage (with 50% coverage for dependents), optional life insurance and long-term disability coverage, a 401(k) retirement plan, fully remote work-from-home options in 25* states, 8 paid weeks of parental leave, 12 paid holidays annually, self-managed vacation time, sick & safety leave, and volunteer time off. 

Shipium is committed to creating a diverse environment and is proud to be an equal opportunity employer. Women, people of color, people with disabilities, and veterans are strongly encouraged to apply. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. If you need reasonable accommodation because of a disability for any part of the employment process, please email Human Resources ([email protected]) and let us know the nature of your request and your contact information.

This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and mentorships. Shipium makes hiring decisions based solely on qualifications, merit, and business.

*Although based out of Seattle, WA, Shipium is 100% remote in the following states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Maryland, Massachusetts, Michigan, Montana, Missouri, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Vermont, Washington & Wisconsin. 

Shipium participates in e-verify

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