Customer Success Manager, Enterprise

Shippit is seeking a Customer Success Manager, Enterprise in Sydney, Australia. This role involves managing strategic relationships with key accounts, ensuring customer satisfaction, and driving growth through proactive engagement. Responsibilities include monitoring account health, facilitating check-ins, and identifying upselling opportunities. Candidates should have 3-5 years of customer success experience, preferably in SaaS or logistics, and possess strong interpersonal skills.
A LITTLE ABOUT US

Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention. Our recent Series B2 cap raise of $65m has added to our ability to grow and solve some chunky problems.

THE ROLE

As a Customer Success Manager, Enterprise, you will play a pivotal role in managing and cultivating strategic relationships with key leaders and stakeholders across a portfolio of Shippit’s most strategic accounts. You will leverage your understanding of Shippit’s products and the unique needs of each merchant to become a trusted advisor and advocate within our company. This role requires a proactive approach to customer success, with responsibilities ranging from facilitating monthly check-in’s, responding promptly to customer queries, identifying growth opportunities and working with our sales team to drive growth revenue, to coordinating 'always-on' activities for sustained engagement.

Your success will be measured through several key metrics including customer satisfaction, increased booking volume on the platform, qualifying sales expansion opportunities, and a reduction in account decline and churn. Your goal will be not only to support but to exceed customer expectations, driving their success and thereby contributing to the overall success of our company.

DAY TO DAY
• Manage accounts in line with prescribed Account Treatment Plans. Regularly engage with customers through scheduled activities.
• Monitor portfolio health with a data led approach through regular analysis of Growth, Decline, Risk, and Churn. Proactively address any deviations.
• Use commercial acumen to understand the customer's roadmap and use cases, guiding them to achieve their desired business outcomes through our product through creation of a shared success plan.
• Develop and maintain strategic business relationships to drive adoption and identify upselling and cross-selling opportunities for Shippit’s commercial team to action.
• Serve as the trusted advisor for customers and champion their needs within our company, coordinating with internal teams like Product, Marketing, Data and other teams as required for necessary support.
• Manage and track customer interactions and activities using dedicated tools, ensuring all customer data is accurate and up-to-date in our CRM.Coordinate and escalate open incidents, service requests, and billing issues on behalf of the customer as needed.
• PREFERRED REQUIREMENTS
• 3 - 5 years experience in customer success, preferably within the SaaS or logistics industry.
• Track record of high customer retention across a portfolio of 25 high complexity accounts.
• Experience managing strategic relationships with key decision-makers in enterprise-level organisations.
• Excellent interpersonal and communication skills with a customer-centric approach, proven by previous customer satisfaction scores or testimonials.
• Ability to understand and interpret product usage data to identify customer needs and opportunities, preferably with experience in a data-driven Customer Success strategy.
• Familiarity with working towards individual and team KPIs related to customer health, churn, retention and growth.
• Capability to manage the creation, use, and interpretation of customer success artefacts such as account maps, playbooks, and other items as required.

LIFE AT SHIPPIT
• Flexible hybrid - ability to mix your working week between The Shippit office and your home office
• We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan
• Family & paw friendly - generous parental leave policy and pet friendly office
• Be healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.
• Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities
• Be comfortable - Casual Friday everyday!
• We love to have fun - Team outings, weekly lunches, team events, loaded pantry and the list goes on…

FEEL VALUABLE

Join our high-performance culture at Shippit where you can make a difference. We’re on a mission that needs the right #goodhumans to help make ship happen!

Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.

We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #6 Best Place to Work by AFR in 2023. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Watch this - Culture at Shippit

Our recruitment process - we don't like to complicate things
• Phone screening - nice and simple to start, let’s get to know each other.
• Hiring Manager Interview - impress your potential new Manager.
• Technical/ Functional Interview - let your skills do the talking.
• Values Interview - have you got what it takes to be a Shippster?

Get in touch

Apply now, let's create something extraordinary and make ship happen! .