Customer Success Manager

Shipium builds technical infrastructure for complex supply chains, aiming to help eCommerce companies enhance their delivery experience while reducing fulfillment costs. The Customer Success Manager will lead and empower customers to maximize their investment, driving adoption and ensuring long-term goals are met.

Responsibilities:

• Drive Value & Adoption: Lead post-implementation kick-offs to ensure a smooth transition. You’ll reinforce platform learnings and showcase expedited "time to value" for every client
• Relationship Management: Build a customer-centric environment that translates into long-term loyalty. You are the "open door" for customer issues, questions, and concerns
• Strategic Growth: Forecast renewals and identify expansion/upsell opportunities. You’ll partner with Sales to ensure our customers are utilizing the right tools for their evolving needs
• Proactive Health Monitoring: Use CSAT, NPS, and usage data to identify risks early. You’ll develop "playbooks" to resolve issues before they lead to churn
• Internal Advocacy: Act as the voice of the customer. Collaborate with product and engineering teams to relay feedback and help build the tools our customers need most

Requirements:

• 1–3 years of experience in a SaaS environment (customer-facing role) or a Bachelor's degree in a related field
• Communication Skills: You are a persuasive speaker and a clear writer. You can explain complex, interrelated situations to stakeholders with ease
• Tech Savvy: Proficient with Google Workspace/Microsoft Office and project management systems. You have a knack for learning new technology quickly
• Problem Solving: You are a 'probing' thinker who asks the right questions and seeks expert advice before making strategic recommendations
• Adaptability: You can pivot when priorities shift and stay cool under pressure
• E-commerce/Supply Chain or Parcel experience preferred