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About the Role

Partner with merchants to understand their business needs, design the right solution, and guide them through a successful implementation. This is a highly collaborative, customer-facing role where you'll combine problem-solving, technical curiosity, and strategic thinking to deliver an exceptional customer experience.

Responsibilities

• Partner with customers to understand their business goals, workflows, and technical requirements, then deliver successful ShipperHQ implementations.
• Lead customer onboarding projects from kickoff through go-live, ensuring projects stay on track and customers are set up for success.
• Create, configure, and manage scopes of work and implementation plans.
• Become a product expert, providing customers with best practices, guidance, and creative solutions tailored to their business.
• Collaborate with Account Executives during the sales process by providing implementation expertise and solution recommendations.
• Work closely with Customer Success Managers and customers post-sale to ensure timely onboarding and a smooth transition to ongoing account management.
• Coordinate with our Support team on technical issues to ensure clear communication and appropriate SLA expectations.
• Share customer feedback and product insights with our Product, Support, and Marketing teams to help improve the customer experience.
• Manage multiple customer implementations simultaneously while maintaining high customer satisfaction and achieving team KPIs.
• Contribute to improving internal processes and implementation best practices as we continue to scale.

Requirements

• 2+ years of experience in a customer-facing role within a SaaS environment.
• Experience with e-commerce platforms, technologies, or the broader e-commerce ecosystem.
• Familiarity with sales processes and CRM systems.
• Project management experience is a plus.
• Strong communication and relationship-building skills with the ability to work effectively with both technical and non-technical stakeholders.
• Naturally curious and analytical, with a passion for solving complex problems and improving customer outcomes.
• Comfortable learning technical concepts and troubleshooting implementation challenges.
• Self-motivated, adaptable, and excited to work in a fast-paced, collaborative startup environment where you'll wear multiple hats.
• Continuously looking for opportunities to improve processes, customer experiences, and team efficiency.

Location

• Austin, TX

Work Type

• Hybrid
• Full-time

Experience Level

• 2+ years

Salary/Compensations

• Compensation is based on experience

Benefits

• 22 days of PTO plus public holidays
• 401k Match
• Medical, Dental, and Vision Insurance
• Maternity and Paternity Leave

About the Company

• ShipperHQ is a trusted leader in the e-commerce shipping space, with over 15 years of experience helping merchants deliver better checkout experiences.
• Founded in 2009, we power shipping logic and checkout optimization for thousands of brands, from DTC disruptors to enterprise retailers, in 150+ countries.
• Based in Austin with a global team, we’re a fast-moving, product-led company shaping the future of e-commerce logistics.