Shippit Hiring for Customer Success Manager – Enterprise at Sydney, New South Wales, Australia Full Time

The role & the team

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.

Our ideal Shippster

We pride ourselves on having a team of good humans with great knowledge, and a hunger to learn.

For this role you will need to have:

* 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

We have so much to offer at Shippit, it’s almost too hard to list it all in a job ad, so here is a snippet of what our people tell us they love:

* CBD office location – state-of-the-art office with all the facilities/ tools you need to get the job done

* Hybrid/ Flexible working – choose whether you want to come into the office or work from home

* Our business is yours – be rewarded with a generous Employee Share Option Plan

* Get fit – we contribute to your gym membership

* Enrich your life – travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year

* Let’s grow together – ongoing professional and personal development opportunities provided

* We love to eat – let us treat you to a delicious lunch once a week, we’re talking trimmings and all. Oh and our pantry and fridges are fully stocked for your convenience

* Family Friendly – we promote a sustainable balance in one’s identity as a Shippster AND a parent – so enjoy an improved parental leave policy

* Wellbeing & Mental Health – all newbies start on Wednesday for a shorter first week, allowing time to reflect and rest

… AND MORE!!

Feel valuable

You’ll be joining a high-performance culture at Shippit, where everyone can make a difference. We’re on a mission that needs the right humans to help make ship happen!

The team behind Shippit come from diverse backgrounds, but all embody the core values that make our business unique. 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 #9 in Linkedin’s Hottest Startups to work at in 2021. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Our recruitment process – we don’t like to complicate things

1. Phone screening – nice and simple to start, let’s get to know each other.

2. Hiring Manager Interview – impress your potential new Manager.

3. Technical/ Functional Interview – let your skills do the talking.

4. Values Interview – have you got what it takes to be a Shippster?

We are in this together

Shippit promotes and supports a diverse workforce at all levels of the company. It is our belief that creating a work environment that enables us to attract, retain, and fully engage diverse talent leads to enhanced innovation and creativity in our products and services. 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 encourage everyone to apply and please reach out if you require any accommodations or assistance along the way.

We are a 2023 Circle Back Initiative Employer – we commit to responding to every applicant.