Head of Customer Success

3 weeks ago

Austin, United States ShipperHQ Full time
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.

  • Head of Customer Success

    4 weeks ago

    Austin, United States ShipperHQ Full time

    Job DescriptionJob DescriptionHead 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,...

  • Global Head of Customer Success

    1 week ago

    Austin, Texas, United States Canva Full time

    Company DescriptionJoin the team redefining how the world experiences designHey, g'day, mabuhay, kia ora,你好, hallo, vítejteThanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Job DescriptionWhat you'd be doing in this roleAs Canva scales...

  • Global Head of Customer Success

    5 days ago

    Austin, United States Canva Full time

    Company DescriptionJoin the team redefining how the world experiences designHey, g'day, mabuhay, kia ora,你好, hallo, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Job DescriptionWhat you'd be doing in this...

  • VP of Customer Success

    5 days ago

    Austin, United States Way Service LTD Full time

    The Role: •We are seeking a seasoned, intelligent, and results-driven Vice President (VP) of Customer Success (CS) to join our team. As the VP of CS, you will be responsible for overseeing all revenue-retention operations •You will inherit a dedicated team of approximately 8 professionals across Implementation, Customer Success, and Support, including...

  • VP of Customer Success

    6 days ago

    Austin, United States Way Service LTD Full time

    Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology for brands to unlock the extraordinary power of experiences. In a world where 76% of consumers would rather spend their money on experiences over material goods, Way provides the technology for brands to meet this rapidly changing consumer behavior. Way...

  • Head of Customer Support

    4 weeks ago

    Austin, Texas, United States ShipperHQ Full time

    Head of Customer SupportShipperHQ is seeking a talented Customer Support Professional, who isn't afraid to roll up their sleeves and lead our Technical Support Team.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,...

  • Head of Customer Learning

    7 days ago

    Austin, United States SonarSource Full time

    At Sonar, we’re a group of brilliant, motivated, and driven professionals working hard to help organizations build responsible, secure, high-quality code quickly and systematically. We build solutions that don’t just solve symptoms of problems - we fix problems at the source - source code, to be specific. We have a dynamic culture with employees...

  • Customer Success Manager

    7 days ago

    Austin, United States ElectroNeek Full time

    We are ElectroNeek ElectroNeek, Texas Austin-based, is at the forefront of low-code RPA (Robotic Process Automation), revolutionizing how businesses approach automation. Our core focus is on delivering comprehensive, business-oriented solutions with a strong emphasis on ROI calculation, process visualization, and seamless integration across various...

  • Head of Customer Support

    4 weeks ago

    Austin, United States ShipperHQ Full time

    Job DescriptionJob DescriptionHead of Customer SupportShipperHQ is seeking a talented Customer Support Professional, who isn’t afraid to roll up their sleeves and lead our Technical Support Team.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...

  • Customer Success Manager

    2 weeks ago

    Austin, Texas, United States AlertMedia Full time

    Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our values, which reflect our view on what's important and what's right, include: We're humans not...

  • Customer Success Manager

    3 weeks ago

    Austin, United States Fox Robotics Full time

    Fox is looking for someone who can help manage a growing list of clients. We are deploying some of the most flexible robot automation into existing warehouses and are growing fast to keep up with very high demand. As a Customer Success Manager of Fox Robotics you will ensure we are delivering value to our customers. You will be laser-focused on post-sale...

  • Customer Success Manager

    3 weeks ago

    Austin, United States Apiture Full time

    At Apiture, our mission is to empower financial institutions to know and serve their clients with the care of a traditional community institution at the scale, speed, and efficiency required in today’s digital world. With more than 300 clients throughout the U.S., we deliver comprehensive online and mobile solutions that support banks and credit unions,...

  • Customer Success Manager

    7 days ago

    Austin, United States LogicMonitor Full time

    **About Us**: LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers. We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. We...

  • Customer Success Manager

    4 days ago

    Austin, United States Sirius Education Solutions Full time

    Job Description Job Description This is a remote position. The Customer Success Manager (CSM) is responsible for maximizing customer satisfaction, fostering long-term partnerships, and driving product adoption and retention for our clients across Texas. The ideal candidate will have strong analytical skills and the ability to address customer needs and...

  • Customer Success Manager

    1 week ago

    Austin, United States Sirius Education Solutions Full time

    Job DescriptionJob DescriptionThis is a remote position.The Customer Success Manager (CSM) is responsible for maximizing customer satisfaction, fostering long-term partnerships, and driving product adoption and retention for our clients across Texas. The ideal candidate will have strong analytical skills and the ability to address customer needs and concerns...

  • Head of Customer Onboarding

    1 week ago

    Austin, United States SonarSource Full time

    At Sonar, we’re a group of brilliant, motivated, and driven professionals working hard to help organizations build responsible, secure, high-quality code quickly and systematically. We build solutions that don’t just solve symptoms of problems - we fix problems at the source - source code, to be specific. We have a dynamic culture with employees...

  • Head of Customer Onboarding

    2 days ago

    Austin, United States Medium Full time

    At Sonar, we’re a group of brilliant, motivated, and driven professionals working hard to help organizations build responsible, secure, high-quality code quickly and systematically. We build solutions that don’t just solve symptoms of problems – we fix problems at the source – source code, to be specific. We have a dynamic culture with employees...

  • Head of Customer Onboarding

    3 days ago

    Austin, United States SONAR Full time

    At Sonar, we're a group of brilliant, motivated, and driven professionals working hard to help organizations build responsible, secure, high-quality code quickly and systematically. We build solutions that don't just solve symptoms of problems - we fix problems at the source - source code, to be specific. We have a dynamic culture with employees worldwide...

  • Senior Customer Success Manager

    5 days ago

    Austin, United States Recurly Full time

    Recurly seeks a Senior Customer Success Manager that is a master relationship-builder and dynamic communicator with a track record of successfully building rapport with client partners. You will focus on helping customers derive value from Recurly. It's about you helping them understand how to grow their own business through more strategic use of Recurly....

  • Onboarding Analyst

    3 days ago

    Austin, United States HYROS Full time

    HYROS is looking to hire 2 onboarding analysts at our company who have a history of working in marketing-related companies. If you have strong technical and problem-solving skills, used marketing software, or worked with any type of paid advertising this would be a great long-term fit for you with tons of growth potential. Our company works with only large...