Head of Customer Success - SaaS

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 globe with 30+ members based in Austin, Texas. 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 ensuring that our customers receive the highest level of service and support. You’ll own key revenue-driving metrics like retention and expansion while working closely with our sales and support teams to ensure customer success is at the heart of everything we do. 

This role isn’t just about strategy—it’s about doing the work and making a tangible impact. You’ll lead efforts to reduce churn, boost retention, and drive client satisfaction while also directly engaging with customers to understand their needs and challenges. This senior, hands-on leader is someone who can think critically, act decisively, and roll up their sleeves to ensure our customers succeed.

Your Impact:

• Lead with impact: Develop and implement strategies to reduce churn and increase retention while directly managing key accounts and client relationships.
• Hands-on client management: Be the point of escalation for at-risk clients, personally engaging to resolve issues, retain customers, and identify opportunities for upsell.
• Drive revenue outcomes: Actively contribute to retention and expansion goals, ensuring your team consistently meets or exceeds targets.
• Analyze and act: Monitor customer trends, churn risks, and upsell opportunities using CRM and customer support tools. Use data to create actionable insights and drive continuous improvement.
• Collaborate cross-functionally: Partner with sales, support, and product teams to align strategies, improve processes, and deliver a seamless customer experience.
• Build and develop the team: Lead, mentor, and grow the Customer Success and Retention teams, fostering a high-performing and collaborative environment.
• Set the standard: Establish metrics and KPIs to measure customer satisfaction, retention, and team performance while holding yourself accountable for meeting goals.

What we’re looking for:

• Senior Leadership Experience: 6+ years in a SaaS Account Management or Customer Success leadership role, with proven success in reducing churn, increasing retention, and driving revenue outcomes.
• Hands-on Approach: You’re not afraid to get involved directly with customers, whether it’s resolving escalations, managing key accounts, or uncovering upsell opportunities.
• eCommerce Expertise: Strong knowledge of eCommerce and the SaaS landscape. You understand the challenges and opportunities our customers face.
• Data-Driven Mindset: Proficient with CRM tools and customer support platforms, you leverage data to guide decisions and strategies.
• Critical Thinker: You constantly seek ways to improve processes and outcomes, balancing short-term needs with long-term goals.
• Collaborative Leader: You excel at bringing teams together, aligning efforts, and driving results across departments.
• Ownership Mentality: No task is too small—you lead by example, rolling up your sleeves to ensure success.

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
• Remote work available within the US; preference for a local candidate to work in a hybrid model from our Austin, TX office two days per 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.