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Role Description

At Shipium, we are redefining the supply chain landscape. We are looking for a proactive, relationship-driven Customer Success Manager (CSM) to join our team. In this role, you won't just "manage" accounts—you will lead, empower, and enable our customers to maximize the value of their investment.

As the primary advocate for your assigned book of business, you will drive adoption, host impactful Quarterly Business Reviews (QBRs), and ensure our customers hit their long-term goals. If you thrive on building loyalty, reducing churn, and acting as a strategic consultant for SaaS products, we want to talk to you.

• Drive Value & Adoption: Lead post-implementation kick-offs to ensure a smooth transition. You’ll reinforce platform learnings and showcase expedited "time to value" for every client.
• Relationship Management: Build a customer-centric environment that translates into long-term loyalty. You are the "open door" for customer issues, questions, and concerns.
• Strategic Growth: Forecast renewals and identify expansion/upsell opportunities. You’ll partner with Sales to ensure our customers are utilizing the right tools for their evolving needs.
• Proactive Health Monitoring: Use CSAT, NPS, and usage data to identify risks early. You’ll develop "playbooks" to resolve issues before they lead to churn.
• Internal Advocacy: Act as the voice of the customer. Collaborate with product and engineering teams to relay feedback and help build the tools our customers need most.

Qualifications

• 1–3 years of experience in a SaaS environment (customer-facing role) or a Bachelor’s degree in a related field.
• E-commerce/Supply Chain or Parcel experience preferred.
• You are a persuasive speaker and a clear writer. You can explain complex, interrelated situations to stakeholders with ease.
• Proficient with Google Workspace/Microsoft Office and project management systems. You have a knack for learning new technology quickly.
• You are a "probing" thinker who asks the right questions and seeks expert advice before making strategic recommendations.
• You can pivot when priorities shift and stay cool under pressure.

Benefits

• Full medical, dental & vision coverage (with 50% coverage for dependents)
• Optional life insurance and long-term disability coverage
• 401(k) retirement plan
• Fully remote work-from-home options in 28 states
• 8 paid weeks of parental leave
• Paid holidays annually
• Self-managed vacation time
• Sick & safety leave
• Volunteer time off