Customer Success Manager

Summary

Join ShipHero as a Customer Success Manager and help us expand our reach by providing exceptional support to our diverse customer base. You will be the voice of the customer, building strong relationships and acting as a trusted advisor. This remote position requires strong communication and problem-solving skills, along with experience in account management. You will upsell and expand business with existing customers, manage difficult situations, and serve as a subject matter expert. The ideal candidate has a Bachelor's degree and 2+ years of relevant experience. We offer a comprehensive benefits package, including health, dental, vision, and life insurance, as well as paid time off and company-provided equipment.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field
• 2+ years of Account Management experience and a proven ability to succeed in a fast-paced, dynamic, and high-growth environment
• Excellent problem-solving skills and attention to detail
• Ability to work independently and as part of a team
• Strong communication skills, both verbal and written
• Willing to travel based on customer and business needs (10-25% travel)

Responsibilities

• Be the Voice of the Customer (VOC) - Customer Advocacy and Trusted Advisor
• Experience upselling and expanding book of business with existing customer base
• Have a proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
• Have outstanding multi-task task management skills across a varied set of responsibilities
• Can build credibility and trust by understanding customer requirements and addressing needs
• Serve as a Subject Matter expert delivering value added guidance and change management support to ShipHero customers

Preferred Qualifications

• Strong operational warehouse management experience is a plus
• Experience using ShipHero's Warehouse Management System is a plus
• Experience with Customer Success platforms and tools such as Client Success, Gainsight, or ChurnZero is preferred
• Experience working with cloud-based solutions is a plus

Benefits

• Company provided equipment you need to be happy at your job
• PTO + holidays
• Mandatory fun time. We mean it. Work-life balance in spades
• Robust benefit offerings include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness (availability dependent on location)