Senior Customer Success Manager

About the role

We are seeking a highly motivated Customer Success Manager to join our Customer Success team. Reporting to the VP of Client Success, you will play a crucial role in managing the success of Shipfusion's clients.

Responsibilities

• Provide Shipfusion onboarding and continued education/training throughout the lifecycle
• Aid in initial Shopify integrations during the onboarding process
• Collaborate with our Support and Warehouse teams to ensure deliverables are met
• Work alongside the sales team to conduct product demonstrations for prospective clients
• Help customers strategize on optimizing the Shipfusion portal
• Handle incoming chat, support tickets, and email interactions with Shipfusion’s clients
• Manage customer projects through our proprietary customer portal
• Be capable of succeeding in a high-pressure, young, and entrepreneurial environment
• Ensure the integrity and continued operation of the food safety system (SQF Program) in case of organizational or personnel changes within the company or associated facilities
• Support the Customer Success Account Managers and wider Customer Success team on escalated issues

Requirements

• 5+ years of account management or project management experience
• Advanced proficiency in Microsoft Excel
• Ability to handle large logistical projects
• Strong communication and client management skills
• Strong knowledge of technology and facility in adopting and teaching new technical workflows
• A desire to work in a fast-paced, tech-oriented culture

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field
• Experience with CRM systems
• Knowledge of eCommerce platforms (e.g., Shopify)
• Experience with project management tools

Skills

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to manage multiple tasks and priorities
• Proficiency in Microsoft Office Suite
• Understanding of customer service principles and practices

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

$80,000 - $95,000 USD

Schedule

Full-time