About Shipium

Shipium is on a mission to solve the 'Prime problem' that modern retailers face today how to make fast, free, and on-time delivery promises a cornerstone of the customer's shopping experience. We work with both fast-growing companies and well-known large retailers to cut costs, speed deliveries, and increase flexibility through great APIs, easy integrations into existing infrastructure, and powerful services optimizing the full retail supply chain.

We're building tech that connects previously fragmented systems and automates complex supply chain decisions to deliver speed and value across operations.

Founded in 2019 by supply chain technology experts from Amazon and Zulily, the company is on a mission to help every eCommerce company provide its customers a great delivery experience while simultaneously reducing their costs to fulfill orders.

About the role

As the Senior Manager, Customer Success , you will lead a team responsible for managing an assigned book of business and enabling customers to maximize the value of their investment in Shipium. You'll act as a player-coach, mentoring and empowering your team while directly engaging with strategic customers. You'll be tasked with creating and implementing processes, driving adoption, and supporting retention, renewal, and upsell efforts to ensure both customer and team success.

Key Responsibilities:

Team Leadership and Development

• Build, document, and implement departmental policies and procedures.
• Train and enable team members to work autonomously with assigned customers.
• Mentor and coach individual contributors (ICs) to develop skills, meet goals, and build a strong sense of belonging.
• Participate in hiring Customer Success Managers (CSMs) and cross-functional team members, conduct performance reviews, and address personnel issues as needed.

Customer Management

• Serve as a player-coach, managing high-level and complex customer accounts.
• Foster a customer-centric environment, building strong relationships to reduce churn and drive loyalty.
• Proactively manage customer health, identify risks, and implement playbooks for retention and satisfaction (e.g., CSAT, NPS).
• Lead post-implementation kick-off meetings to ensure smooth onboarding and platform adoption.
• Schedule ongoing customer meetings to showcase value, discuss feature releases, and identify upsell opportunities.

Process Improvement and Collaboration

• Assist with prioritizing workloads and serve as a higher-level authority for customer escalations.
• Work cross-functionally with Marketing, Product, and Engineering teams to advocate for customer needs, provide feedback, and influence product roadmaps.
• Build customer-facing resources to improve ease of use and overall experience with the Shipium platform.

Strategic Responsibilities

• Map customer journeys and create customer success plans to meet company retention targets.
• Forecast renewals and identify opportunities for expansion and upsell.
• Oversee the establishment and management of an outsourced customer service team, ensuring high-quality service delivery.
• Evaluate team and departmental performance, making adjustments as needed to meet business objectives.

Qualifications

• Proven experience in a leadership role within Customer Success, Account Management, or a related field in a SaaS environment.
• A track record of building and leading successful customer-facing teams.
• Strong interpersonal, organizational, and problem-solving skills.
• Ability to work effectively in a fast-paced environment, manage competing priorities, and make data-driven decisions.
• Excellent verbal and written communication skills, including experience presenting to executives.
• Proficiency with tools such as Google Workspace, project management platforms, and CRM systems.
• Bachelor's degree or equivalent experience.
• 8+ years of experience in Customer Success, including at least 5 years in a management or director-level role in a SaaS environment

At Shipium, Employees enjoy full medical, dental & vision coverage (with 50% coverage for dependents), optional life insurance and long-term disability coverage, a 401(k) retirement plan, fully remote work-from-home options in 25* states, 8 paid weeks of parental leave, 12 paid holidays annually, self-managed vacation time, sick & safety leave, and volunteer time off.

Shipium is committed to creating a diverse environment and is proud to be an equal opportunity employer. Women, people of color, people with disabilities, and veterans are strongly encouraged to apply. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. If you need reasonable accommodation because of a disability for any part of the employment process, please email Human Resources (hr@shipium.com) and let us know the nature of your request and your contact information.

This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and mentorships. Shipium makes hiring decisions based solely on qualifications, merit, and business.

*Although based out of Seattle, WA, Shipium is 100% remote in the following states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Maryland, Massachusetts, Michigan, Montana, Missouri, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Vermont, Washington & Wisconsin.

Shipium participates in e-verify

The pay range for this role is:

130,000 - 145,000 USD per year (Remote)