Manager, Customer Success

About the role

Shipfusion gives brands the best tools possible for building a successful eCommerce operation. We were founded by a team of long-time eCommerce and logistics professionals who believe retailers should be able to trust their fulfillment partners as much as their in-house team.

At Shipfusion we pride ourselves on our commitment to entrepreneurship and innovation. We are always looking for individuals who share these values, and who are looking to further their careers in a unique and rapidly growing organization!

The Opportunity

We are looking for a highly motivated Client Service Site Manager to join our Customer Success team! Reporting to the VP of Client Success you will be a key part of managing the success of Shipfusion's clients.

In this role you will

• Be responsible for managing the day to day functions of accounts ranging from medium to high revenue on a monthly basis
• Provide Shipfusion onboarding and continued education/training throughout lifecycle
• Provide world class customer support to clients, handling all questions and escalated issues as required
• Work directly with our Support and Warehouse teams to ensure deliverables are being achieved
• Work alongside the Sales team to provide product demonstrations to prospective clients
• Help strategize with customers on how to optimize the Shipfusion portal
• Managing customer projects through our proprietary customer portal
• Be able to succeed in a high pressure, entrepreneurial environment.
• Build strong, trusted relationships with key customers and serve as a senior point of contact for escalations and complex client needs.
• Develop and standardize Customer Success processes, playbooks, reporting, and best practices.
• Monitor customer health and identify risks early, creating clear action plans to address at-risk accounts.
• Lead regular account reviews and ensure the team is effectively communicating performance, opportunities, risks, and recommendations to customers.
• Track and report on key Customer Success metrics and team performance.
• Coach and support Account Managers and Support team members
• Be the advocate for Client Services and our clients within the local operation
• Additional duties as requested by the business as dictated by business needs

What You'll Bring to the Team (Required Skills)

• 5+ years of client services, or project management experience
• 2+ years of experience managing and developing customer-facing teams.
• Proficient with technology including G-Suite and data manipulation via Spreadsheet
• Strong communication and client management skills
• A self starter who can work independently
• Ability to quickly adopt to new technical processes and roll out new technical workflows to clients
• Desire to work in a fast-paced, tech-oriented culture
• Experience managing complex accounts, escalations, and competing priorities.
• Strong leadership and coaching skills with a track record of developing high-performing teams.

Additional information

• Attractive Salary and Lucrative Compensation Plan: Earn what you deserve with our competitive and rewarding salary package.
• Comprehensive Health and Dental Coverage: Enjoy peace of mind with health and dental benefits for you and your loved ones, starting from day one.
• Generous Vacation Time: Recharge and explore with 15 days of paid vacation and 5 paid wellness days.
• Vibrant Company Social Events: Connect and celebrate with exciting social events that bring our team together.
• Exclusive Employee Discounts: Enjoy special savings with our employee discount program on your favorite products.
• Employee Assistance Program (EAP): Access to comprehensive support services that promote employee well-being and work-life balance.
• Calm App Subscription: Receive 100% coverage for the Calm app, providing you with resources for meditation, sleep improvement, and stress management.
• Positive Company Culture: Join a workplace known for its supportive, inclusive, and dynamic culture.
• High Employee Retention Rates: Be part of a company where employees are valued and tend to stay, reflecting our commitment to employee satisfaction and growth.

Pay and benefits

Compensation Range $150,000—$180,000 USD