Before you read on, take a look around you. Chances are, pretty much everything you see has been shipped, often multiple times, in order to get there. E-commerce is exploding, and with it, parcel shipping is becoming a meaningful factor in a business' ability to succeed. Creating a compelling shipping experience for customers is hard but necessary. 

At Shippo, our goal is to level the playing field by providing businesses access to shipping tools and terms that would not be available to them otherwise.
By lowering the barriers to shipping, businesses, marketplaces, and platforms are able to connect to multiple shipping carriers, get shipping rates, print labels, automate international documents, track shipments, and facilitate returns.
About the role:

We’re seeking an innovative Customer Success Manager in our Bay Area office. You will be responsible for building lasting relationships with customers, optimizing shipping processes, and ensuring customers are receiving value and success on the Shippo Platform.

Responsibilities:

• Manage and grow some of our largest and most strategic accounts ensuring proactive check-ins are made
• Own the overall relationship with these customers, working collaboratively to increase adoption, ensure retention, and improve satisfaction
• Analyze and monitor adoption and product utilization, alerting clients on any risks or general awareness based on these trending metrics
• Cultivate customer champions, reference customers, and case studies
• Interface and collaborate with our Support, Product, Sales, Marketing, and Account Management teams to develop product solutions that expand and deepen these relationships by being the voice of the customer
• Communicate major product updates and releases ensuring client enacts changes based on need and interest
• Empathize with every aspect of the customer experience, putting customers' needs first
  

Job Requirements:

• 3+ years of customer success / enterprise sales / account management experience
• Self starter who is driven to conquer projects outside of your core responsibilities
• Deep understanding of technology and software integration
• Strong written and verbal communication skills
• Ability to present in front of an audience and lead customer trainings
• Strong organization skills, driven, and process-oriented
• Self-motivated drive to constantly improve the quality of the product
• Experience in process documentation, training, and change management
• Working knowledge of SQL or experience with API
• And a sense of humor- always a plus!
  

What we Offer:

• Benefits: medical, dental, vision (90% covered by the company, incl. dependents)
• Take-as-much-as-you-need vacation policy + flexible work hours
• Yearly conference, training & education budget to grow your skills and career
• Free lunch / drinks / snacks
• Fun team events outside of work hours
• Ownership of the projects you are working on
• Team of passionate people who love what they do