Head of Customer Success - SaaSWhat You'll Do:
The Head of Customer Success is a key driver of ShipperHQ's revenue, owning retention and expansion while ensuring a high level of customer service. You'll partner closely with sales and support to keep customer success at the center of everything we do.
This is a hands-on leadership role focused on reducing churn, increasing retention, and driving client satisfaction. You'll work directly with customers, understand their needs, and take action, bringing both strategic thinking and a willingness to execute.
- Commercially Driven: Own the Net Revenue Retention and Gross Revenue Retention targets. You will treat the CS department as a revenue driver and identify expansion opportunities.
- Operational Execution: You will lead by example. This means rolling up your sleeves to map out customer journeys and directly managing key accounts.
- AI Strategic Roadmap: Lead the implementation of AI-driven CS operations.
- Precision Segmentation: Move beyond basic tiers to behavioral segmentation. You will design workflows that provide white-glove service to high-value accounts while utilizing "tech-touch" to maintain high engagement across our volume-based segments.
- Innovation & Improvement: Constantly audit and disrupt your own playbooks. You will identify where manual friction exists and replace it with intelligent automation.
- Commercial Leadership: Coach a team of CSMs to have a sales mindset. You will foster an environment where "Success" is defined by the customer's increased investment in ShipperHQ.
What we're looking for:
- Bachelor's degree or equivalent experience.
- Experience: 8+ years in Customer Success/Account Management, with 3+ years in a senior leadership role, ideally in B2B SaaS.
- Low Ego / High Ownership: You have the seniority to lead a meeting but the humility to help a CSM troubleshoot a complex issue. You find joy in 'doing' as much as 'delegating'.
- AI Fluency: You have a proven ability to use and implement AI tools to automate workflows and extract actionable insights from data.
- Entrepreneurial mindset: You are comfortable with revenue targets and understand the unit economics of a SaaS business. You know how to translate "customer satisfaction" into company profitability.
- Data Literacy: Expert-level understanding of NRR, LTV/CAC ratios, and engagement metrics. You don't just report on data; you use it to predict the future.
- Operational Grit: You've built or scaled a CS department during a period of growth or technological transition.
- Experience in e-commerce or shipping/logistics technology is a plus
- Communication: Exceptional ability to communicate with customers, colleagues and senior management.
Benefits and Perks:
- 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
- Maternity and Paternity Leave
- This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area
- Compensation is based on experience
