Customer Success Manager - SMB

San Francisco, CA /
Customer Success /
Full Time
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.

Shippo lowers the barriers to shipping for businesses around the world. As free and fast shipping becomes the norm, better access to shipping is a competitive advantage for businesses. Through Shippo, e-commerce businesses, marketplaces, and platforms are able to connect to multiple shipping carriers around the world from one API and dashboard. Businesses can get shipping rates, print labels, automate international documents, track shipments, and facilitate returns.

Internally, we think of Shippo as the building blocks of shipping. Shippos are a diverse set of individuals. We look for cultural and skill fit in every new person. Join us to build the foundations of something great, roll up your sleeves, and get important work done everyday. Founded in 2013, we are a proud team based out of San Francisco. Shippo’s investors include D1 Capital Partners, Bessemer Venture Partners, Union Square Ventures, Uncork Capital, VersionOne Ventures, FundersClub, and others.

About the Role

We’re seeking an innovative SMB 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. If you are the best at what you do and are ready to join one of Silicon Valley's hottest startups, we want to hear from you!

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

Requirements

    • 1-3+ years of customer success / SMB or mid-market 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!

Benefits

    • Medical, dental, vision, (90% covered by the company, incl. dependents), and pets coverage
    • Flexible PTO + work hours
    • Dog are welcomed in the office
    • 3 VTO days for ShippoCares volunteering events
    • $2,500 yearly learning stipend for your personal growth
    • Free lunch / drinks / snacks
    • Fun team events outside of work hours - happy hours, “escape room” adventures, hikes, and more!