Customer Success Manager

About the role

The Customer Success Manager will play a crucial role in managing the success of Shipfusion’s clients, providing onboarding and continued education/training throughout the lifecycle, and handling customer support and project management.

Responsibilities

• Manage day-to-day functions of accounts ranging from low to medium revenue on a monthly basis
• Provide Shipfusion onboarding and continued education/training throughout the 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
• Handle incoming chat, support tickets, and email interactions with Shipfusion’s clients
• Manage customer projects through our proprietary customer portal
• Succeed in a high-pressure, entrepreneurial environment
• Additional duties as requested by the business as dictated by business needs

Requirements

• 3+ years of client services, or project management experience
• 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

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or related field
• Experience in a similar role within a SaaS or eCommerce company
• Excellent problem-solving and analytical skills
• Ability to manage multiple tasks simultaneously and prioritize effectively
• Strong interpersonal and communication skills

Skills

• Customer service and support experience
• Project management skills
• Technical proficiency with G-Suite and spreadsheet manipulation
• Communication and client management skills
• Ability to adapt to new processes quickly

Benefits

• Comprehensive health and dental coverage
• 15 days of paid vacation and 5 paid wellness days
• Exclusive employee discounts
• Employee Assistance Program (EAP)
• Calm app subscription

Pay

$70,000 - $80,000 USD

Schedule

Full-time