Head of Customer Success

Head of Customer Success - SaaS

About Us:

ShipperHQ is headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.

What You’ll Do:

The Head of Customer Success plays an integral role in ShipperHQ’s revenue function. Along with leading the team, this position has a primary focus on reducing customer churn and increasing retention rates. Additionally, the Head of Customer Success will ensure that our customers receive the highest level of service and support and that our teams are aligned and working together to drive customer satisfaction and retention. They are a key member of the management team and will work closely with other department heads to ensure that our customers receive the highest level of service and support.

Your Impact:

• Develop and implement strategies to reduce customer churn and increase retention rates.

• Lead, manage, and develop the customer success and retention teams.

• Ensure that all customer interactions are handled in a timely and professional manner.

• Identify and analyze customer trends and insights, and use this information to develop and implement strategies to reduce customer churn and increase retention rates.

• Be responsible for attaining revenue, both through expansion and retention, by actively participating within your team, ensuring as a group you are achieving your individual and team goals.

• Develop and maintain metrics to track customer satisfaction, retention, and team performance, with a focus on churn and retention.

• Work closely with the sales and support team to identify opportunities for expansion MRR.

• Serve as a point of escalation and loop in other teams and resources to ensure an excellent client experience.

• Manage customers who are canceling or at risk of cancelation.

• Monitor clients for escalation risks, upsell opportunities, and feature requests.

What we’re looking for:

• Experience: 6+ Years in a SaaS Account Management leadership role with knowledge of eCommerce and the eCommerce software landscape. You have a proven track record of successful retention and revenue focused strategies.

• Tech-Savvy: You’re very comfortable working with data in a CRM and customer support software and use that information to drive decisions.

• Personality traits: You’re a critical thinker, you don’t just look at what we’re doing today but are constantly thinking about ways we can improve to supercharge our growth. You’re comfortable with numbers and are prepared to have a conversation around revenue.

• Attitude: You’re highly motivated and willing to wear many hats. This position demands not only strategic leadership but also a commitment to being an effective contributor to the team. For you, there’s no task too small to own and you’re willing to roll up your sleeves to engage with the team.

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 because of 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

• Enjoy 22 days of PTO plus public holidays

• Benefit from 401k Match

• Medical, Dental, and Vision Insurance

• Maternity and Paternity Leave

Logistics:

• This is a full-time position working out of our Austin, TX office 2 days a week

• Compensation is based on experience

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.

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