Sr. Customer Success Manager - SaaS

Sr. Customer Success Manager - SaaS

Shipper

HQ is seeking a talented Sr. Customer Success Manager to join our dynamic team. If you’re ready to redefine shipping and ensure customers are achieving value, come be part of the Shipper

HQ journey!

Shipper

HQ is headquartered in Austin, TX, and is transforming the way e-commerce businesses manage shipping. Since 2009, we’ve provided innovative shipping software that helps both SMBs and enterprise customers optimize their operations and achieve better results. Our team members span the globe, and we’re united by a culture of collaboration, curiosity, and impact. We’re looking for ambitious, self-motivated individuals with a positive attitude who thrive in a fast-paced, team-oriented environment and are excited to help shape the future of e-commerce shipping.

You’ll own a portfolio of strategic accounts and serve as a trusted advisor, helping customers maximize the value of Shipper

HQ solutions.

• Build lasting relationships:
  Establish trust, credibility, and influence across multiple levels of your customers’ organizations.
• Drive measurable value:
  Understand your clients’ goals, define success metrics, and deliver actionable strategies that drive ROI.
• Champion adoption:
  Educate customers on product capabilities and best practices, ensuring they realize the full benefit of their investment.
• Lead renewals and growth:
  Manage renewals proactively and identify expansion opportunities through consultative, value-based selling.
• Collaborate cross-functionally:
  Partner closely with Product, Sales, and Support to represent customer outcomes across teams and help deliver exceptional outcomes.
• Plan ahead:
  Stay proactive, looking 6+ months ahead of renewal cycles, to ensure client satisfaction and retention.

• Bachelor’s degree or equivalent experience
• 5+ years in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS
• Experience managing enterprise or strategic accounts with multiple stakeholders
• Skilled at building champions, navigating complex organizations, and tailoring strategies to client goals
• Proven ability to own and grow recurring revenue through renewals and upsells
• Strong business acumen with experience tracking and communicating KPIs
• Exceptional communication skills (written, verbal, presentation)
• Highly organized, proactive, and detail-oriented - you take pride in delivering quality work
• Entrepreneurial mindset and comfort working in a fast-moving, collaborative environment
• Experience in e-commerce or shipping/logistics technology is a plus

If you meet most but not all qualifications, we encourage you to apply. We value potential and learning agility.

This is a fast-paced, dynamic environment where no two days are the same. For the right candidate with the right attitude, there are exceptional opportunities for career growth. Our agile team rolls up its sleeves to tackle some of the biggest challenges in e-commerce shipping. At Shipper

HQ, you’ll gain more experience in a year than you might at other companies in three, thanks to our collaborative culture that emphasizes continuous learning, growth, and innovation.

• Collaborate with a motivated team, directly tying your results to organizational success
• 22 days of PTO plus public holidays
• 401k Match
• Medical, Dental, and Vision Insurance
• This is a hybrid, full-time position working out of our Austin, TX office
• Compensation is based on experience

At Shipper

HQ, we’re proud to be a team as diverse as the merchants we serve. As part of the e-commerce community, we are committed to empowering businesses of all sizes to grow and succeed through technology. Guided by honesty, responsiveness, and innovation, we focus on hiring the right people for the job regardless of race, background, religion, or personal identity.