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About the Role

As a Senior Customer Success Manager, you will own a portfolio of strategic enterprise and high-growth customers, driving long-term partnerships and measurable business outcomes. Acting as both a trusted advisor and commercial owner, you will be responsible for protecting and growing recurring revenue through renewals, expansion, and executive relationship management. Success in this role requires a strong business mindset, consultative approach, and the ability to influence stakeholders while delivering exceptional customer value.

Responsibilities

Own a portfolio of enterprise and strategic accounts with full responsibility for retention, renewal, and expansion revenue.
Develop trusted relationships with executive stakeholders and become a strategic advisor on shipping, e-commerce, and operational initiatives.
Create and execute customer success plans aligned to customer business objectives, KPIs, and measurable ROI.
Drive product adoption, customer maturity, and long-term value realization through strategic account planning and executive business reviews.
Lead the renewal process, proactively managing customer health, forecasting outcomes, and mitigating churn risk well in advance of contract expiration.
Identify, develop, and close expansion opportunities through consultative, value-based selling and cross-functional collaboration with Sales.
Own a revenue target and consistently achieve retention and expansion goals across your book of business.
Conduct regular account planning to identify growth opportunities, competitive threats, and executive engagement strategies.
Partner with Product, Support, and Engineering to advocate for customer needs and ensure successful execution of strategic initiatives.
Maintain accurate account forecasts, pipeline, and customer health metrics within CRM and customer success platforms.

Requirements

5+ years of experience managing enterprise or strategic customer accounts in a B2B SaaS Customer Success or Account Management role.
Demonstrated success owning a multi-million-dollar book of business with responsibility for renewals, expansion, and revenue growth.
Proven ability to build and maintain executive-level relationships across complex customer organizations.
Strong commercial acumen with experience carrying or influencing retention and expansion quotas.
Experience conducting executive business reviews, account planning, and strategic customer engagements.
Ability to identify customer risk early and execute proactive retention strategies that protect recurring revenue.
Excellent business and financial acumen with the ability to articulate ROI and business value to executive stakeholders.
Exceptional communication, negotiation, and presentation skills with strong executive presence.
Highly organized, self-motivated, and comfortable managing multiple enterprise accounts in a fast-paced environment.
Experience in e-commerce, shipping, logistics, or supply chain technology is strongly preferred.

Skills

Customer Success
Account Management
B2B SaaS
Revenue Growth
Executive Relationship Management
Strategic Account Planning
Consultative Selling
Value-Based Selling
Cross-functional Collaboration
Forecasting
Churn Mitigation
Business Acumen
Financial Acumen
ROI Articulation
Communication
Negotiation
Presentation Skills
Executive Presence
Organization
Self-Motivation
E-commerce
Shipping
Logistics
Supply Chain Technology

Location

Austin, TX

Work Type

Hybrid
Full-time

Experience Level

Senior

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.