Customer Success Manager

1 week ago

Plainfield, IN, United States ShipCalm Full time
Job Description | Customer Success Manager

Summary

As the Customer Success Manager at ShipCalm, you will lead our Brand Operations team & be accountable for driving operational success, client satisfaction, & revenue growth across our customer portfolio. This position reports directly to the Executive Vice President of Operations. You will oversee a team of Heads of Operations & Account Support Specialists who execute ShipCalm's day-to-day service delivery.

This role requires a mix of strategic leadership, hands-on operational oversight, & strong cross-functional collaboration with Warehouse Operations, Digital Operations, Technology, & Accounting. Your team ensures each customer receives high-quality service, proactive support, & operational solutions that align with their growth goals.

ShipCalm is a leading third-party operations company committed to delivering seamless & innovative logistics solutions to businesses worldwide. Learn more about us at our website: www.shipcalm.com .

Role Accountability & Functions
  • LMA (Lead, Manage, & Hold Accountable)
  • Exceptional Customer Experience & Satisfaction
  • Customer Revenue Growth
  • CalmScore™ Customer Tracking
  • QuickCalm™ Ticketing System
  • Client operational execution oversight
Essential Duties & Responsibilities
  • Supervise, coach, & develop Brand Ops team members to ensure high performance & consistent execution.
  • Develop strong client relationships, acting as a trusted partner & internal advocate for ShipCalm's 3PO™ model.
  • Directly manage high-impact customer accounts, driving engagement, operational adoption, & value delivery.
  • Serve as the senior escalation point for complex client or cross-functional operational issues.
  • Own strategic account alignment & lead business review cadences across ShipCalm's client portfolio.
  • Collaborate cross-functionally to improve execution across fulfillment, returns, inventory, & systems workflows.
  • Drive improvements in CalmScore™, Net Promoter Score (NPS), & adherence to service SLAs.
  • Identify & support revenue growth opportunities through operational enablement & strategic insight.
  • Manage customer-facing communications related to outages, updates, & service-level changes.
  • Oversee invoice anomaly reviews & support root cause analysis with Finance & Operations.
  • Deliver reporting on client satisfaction, ticket trends, & operational performance to executive leadership.
  • Reinforce QuickCalm™ ticket hygiene, triage, & proactive resolution practices across the team.
  • Lead documentation improvements & facilitate knowledge sharing with internal teams & customers.
  • Run daily huddles, weekly meetings, & 1:1s to maintain team alignment & accountability.
  • Monitor client trends, volume shifts, & at-risk accounts to guide proactive interventions.
  • Ensure balanced workload distribution & clear role ownership across the Brand Ops team.
  • Report to work in a regular & timely manner.
Knowledge, Skills, and Abilities
  • Experience & Leadership
    • 5+ years in fulfillment, logistics, or eCommerce operations.
    • 2+ years of people management in fast-paced, client-facing environments.
    • Proven success leading cross-functional teams.
  • Operational & Technical Proficiency
    • Strong understanding of WMS/OMS platforms, ticketing systems, & CRMs.
    • High proficiency with Google Workspace, Slack, ClickUp, & HubSpot.
    • Familiarity with warehouse software & operational tooling is preferred.
  • Communication & Interpersonal Skills
    • Excellent written, verbal, & presentation communication skills.
    • Ability to interface with diverse stakeholders (marketers, technical teams, project managers).
    • Skilled in coaching, conflict resolution, & performance accountability.
  • Analytical & Strategic Thinking
    • Data-driven with experience in KPI metrics, reporting, & continuous improvement.
    • Strong operational judgment & attention to detail.
    • Solution-oriented mindset for solving complex client challenges.
  • Work Style & Execution
    • Strong organizational skills & ability to manage competing priorities.
    • Able to balance technical expertise with business acumen in a customer-centric role.
  • Education
    • Bachelor's degree in Business, Supply Chain, or related field (preferred).
Physical, Mental, and Environmental Demands
  • Working in a seated or standing position up to and exceeding eight (8) hours per day.
  • Using a calculator, mouse, and keyboard and viewing computer screens.
  • Using a telephone or virtual telephone via PC.
Schedule and Location
  • Schedule: This is a full-time position scheduled to work Monday-Friday, from 7:00am to 3:30pm Pacific time / 10:00am to 6:30pm Eastern time, subject to change by business demands.
  • Location: This position is primarily remote, but must be based in reasonable commuting distance to either the Los Angeles or Indianapolis metropolitan areas as occasional travel to the facility may be required.
Compensation
  • Salary: $80,000/annual to $120,00 annual, depending on experience.
  • Medical, Dental, Vision, 401(k), Life, Accident, EAP, PTO, Holidays, Sick Time

ShipCalm participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. See more details https://www.e-verify.gov/ .

Salary Description

$80,000 to $120,000 per year, DOE

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