Head of Customer Success

4 weeks ago

Bastrop, United States Zowta Llc Full time

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 Youll Do:The Head of Customer Success plays an integral role in ShipperHQs 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 were 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: Youre very comfortable working with data in a CRM and customer support software and use that information to drive decisions.Personality traits: Youre a critical thinker, you dont just look at what were doing today but are constantly thinking about ways we can improve to supercharge our growth. Youre comfortable with numbers and are prepared to have a conversation around revenue.Attitude: Youre 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, theres no task too small to own and youre 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 successEnjoy 22 days of PTO plus public holidaysBenefit from 401k MatchMedical, Dental, and Vision InsuranceMaternity and Paternity LeaveLogistics:This is a full-time position working out of our Austin, TX office 2 days a weekCompensation is based on experienceAt ShipperHQ, were proud to be a team thats 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.Are you currently located in the Austin area? * Yes NoAre you legally allowed to live and work in the United States? * Yes NoDo you now or in the future require visa sponsorship to continue working in the United States? * Yes NoPlease let us know your salary requirements. *How many years of experience do you have in this field? *Do you have prior experience with shipping? *Please provide an example of how you have demonstrated the ability to self-learn or independently acquire resources and skills. *ShipperHQ works in a Hybrid model where employees are required to be in the office at least 2 times a week on scheduled days with their teams. Please let us know if you agree to work in a Hybrid model. *#J-18808-Ljbffr

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