Head of Customer Success

About the role

The Head of Customer Success is a key driver of ShipperHQ’s revenue, owning retention and expansion while ensuring a high level of customer service. You’ll partner closely with sales and support to keep customer success at the center of everything we do.

What You’ll Do

• Commercially Driven: Own the Net Revenue Retention and Gross Revenue Retention targets. You will treat the CS department as a revenue driver and identify expansion opportunities.
• Operational Execution: You will lead by example. This means rolling up your sleeves to map out customer journeys and directly managing key accounts.
• AI Strategic Roadmap: Lead the implementation of AI-driven CS operations.
• Precision Segmentation: Move beyond basic tiers to behavioral segmentation. You will design workflows that provide white-glove service to high-value accounts while utilizing "tech-touch" to maintain high engagement across our volume-based segments.
• Innovation & Improvement: Constantly audit and disrupt your own playbooks. You will identify where manual friction exists and replace it with intelligent automation.
• Commercial Leadership: Coach a team of CSMs to have a sales mindset. You will foster an environment where "Success" is defined by the customer’s increased investment in ShipperHQ.

What we’re looking for

• Bachelor’s degree or equivalent experience.
• Experience: 8+ years in Customer Success/Account Management, with 3+ years in a senior leadership role, ideally in B2B SaaS.
• Low Ego / High Ownership: You have the seniority to lead a meeting but the humility to help a CSM troubleshoot a complex issue. You find joy in 'doing' as much as 'delegating’.
• AI Fluency: You have a proven ability to use and implement AI tools to automate workflows and extract actionable insights from data.
• Entrepreneurial mindset: You are comfortable with revenue targets and understand the unit economics of a SaaS business. You know how to translate "customer satisfaction" into company profitability.
• Data Literacy: Expert-level understanding of NRR, LTV/CAC ratios, and engagement metrics. You don't just report on data; you use it to predict the future.
• Operational Grit: You’ve built or scaled a CS department during a period of growth or technological transition.
• Experience in e-commerce or shipping/logistics technology is a plus
• Communication: Exceptional ability to communicate with customers, colleagues and senior management.

Why ShipperHQ?

This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies, thanks to our collaborative learning culture that fosters continuous growth and innovation.

Benefits and Perks

• Collaborate with a motivated team, directly tying your results to organizational success
• 22 days of PTO plus public holidays
• 401k Match
• Medical, Dental, and Vision Insurance
• Maternity and Paternity Leave
• This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area
• Compensation is based on experience