SaaS Account/Customer Success Manager

Job Title: SaaS Account/Customer Success Manager
Department: Account Management
Reports To: Director of Account Management

Location: Remote in Continental US or Hybrid in our Headquarters in Santa Barbara, CA
About the Role:

As an Account/Customer Success Manager at ShipHawk, you will play a pivotal role in ensuring the success of our customers by driving adoption, growth, and optimization of our platform. You will partner closely with cross-functional teams to advocate for customer needs, enhance customer satisfaction, and ensure that customers achieve their desired outcomes. Your primary focus will be on building long-term, productive relationships and building individual customer plans that maximize customer satisfaction and retention. By proactively managing and expanding your customer book of business, you will help retain customers, drive revenue and foster loyalty throughout the entire customer lifecycle.
Key Responsibilities:

• Customer Needs & Retention: Develop relationships with customers that allow you to identify internal goals, prioritization and timelines for all customer needs. Use customer needs to build individualized roadmap for meeting those needs through ShipHawk products and services. Engage with all customers at least once per quarter to ensure ShipHawk records and contacts stay up-to-date and satisfaction is not interrupted. Multi-thread throughout customer organization to ensure we always have multiple levels of contacts and champions in case contacts change.
• Data & Systems: Leverage data and systems to drive customer adoption and growth. Track key metrics to ensure customers reach their goals, supporting long-term retention and satisfaction. Communicate actionable insights and the business impact of customer needs so they clearly understand ShipHawk's value. Track customer sentiment and performance through regular reporting and benchmarks. Ensure all customer data is always accurate and up-to-date in systems such as Salesforce and Service Cloud.
• Cross-Department Customer Advocate: Act as a liaison between customers and internal teams, ensuring customer needs are clearly communicated and met on time and on budgets. Work with other ShipHawk teams to resolve challenges and align customer goals with internal initiatives. Champion customer feedback and work to address issues with urgency and efficiency.
• Customer Education & Support: Coordinate and, when possible, provide effective s support and training to customers, ensuring they fully understand the platform's capabilities and how to use ShipHawk's products to achieve their objectives. Offer guidance on best practices to help customers achieve goals and maximize ROI.
• Escalation Management: Promptly and proactively manage customer escalations, following ShipHawk's escalation processes. Ensure that ShipHawk leadership is engaged when required to effectively de-escalate.
• SaaS Best Practices & Marketing Collaboration: Collaborate with the Marketing team to create content, collateral, and retention materials that improve the customer experience. Obtain customer reference, case study and testimonial agreements (We call these Customer Success Marketing materials) to showcase positive experience and ROI from successful customers. Identify, document and address any gaps in experience and ROI from customers not willing to provide references in line with goals, prioritization and timeline process noted above.
• Upselling & Cross-Selling: Actively identify and capitalize on upsell and cross-sell opportunities to drive additional revenue, while managing a sales quota and achieving targeted growth goals in line with goals, prioritization and timeline process noted above.

Qualifications:

• Experience & Skills:
• 2+ years in a SaaS account management, customer support, or customer success role.
• Previous WMS, order fulfillment, or warehousing experience.
• Experience building or leveraging software and systems to keep data and customer needs organized across account portfolio.
• Proven success in driving customer retention and growth.
• Ability to understand and communicate complex technical concepts to non-technical clients.
• Strong data-driven decision-making skills, with the ability to experiment and iterate based on insights.
• Experience managing customer accounts, ideally with a quota or revenue responsibility.
• Excellent communication, presentation, and problem-solving skills.
• Personality Traits:
• Highly organized with the ability to manage a large number of customer accounts simultaneously.
• Collaborative team player, with a commitment to supporting your colleagues and working towards collective success.
• A positive, gritty attitude with the ability to adapt in a fast-paced, startup environment.
• Creative systems thinker who proactively identifies opportunities for improvement.
• Curiosity and a commitment to continuous learning as ShipHawk's team and product evolve.
• Education:
• Bachelor's Degree
Why ShipHawk?

At ShipHawk, we believe in empowering our employees to grow and succeed alongside our customers. We offer an inclusive, supportive environment where your contributions are valued, and your development is prioritized. As a member of our Account Management team, you'll have the opportunity to work with innovative products and collaborate with passionate professionals who are committed to excellence.

What we Offer:

• Payrange: $75,000 - $85,000 + Commission
• Fully paid Medical, Dental, Vision Insurance
• 401k
• Life Insurance
• Stock Options
• Unlimited PTO & Flexible Schedule
• 11 Paid Holidays
• Paid Leave


ShipHawk is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind and welcome applicants from all backgrounds.