Head of Customer Success

Head of Customer Success

ShipperHQ is seeking a commercially driven Head of Customer Success to lead our global CS organization. We aren’t looking for a "support-plus" leader, we need a strategist who views Customer Success as a revenue center and can leverage AI to drive net retention and improve the customer journey. This is a 'Player-Coach' leadership role. While you are architecting the high-level strategy, you aren't afraid to get in the trenches.

About Us

ShipperHQ is headquartered in Austin, TX, and is transforming the way e-commerce businesses manage shipping. Since 2009, we’ve provided innovative shipping software that helps both SMBs and enterprise customers optimize their operations and achieve better results. Our team members span the globe, and we’re united by a culture of collaboration, curiosity, and impact. We’re looking for ambitious, self-motivated individuals with a positive attitude who thrive in a fast-paced, team-oriented environment and are excited to help shape the future of e-commerce.

What You’ll Do

As the Head of CS, you will own the post-sales lifecycle and be responsible for the health, retention, and expansion of our global revenue streams.

• Commercially Driven: Own the Net Revenue Retention and Gross Revenue Retention targets. You will treat the CS department as a revenue driver and identify expansion opportunities.
• Operational Execution: You will lead by example. This means rolling up your sleeves to map out customer journeys and directly managing key accounts.
• AI Strategic Roadmap: Lead the implementation of AI-driven CS operations.
• Precision Segmentation: Move beyond basic tiers to behavioral segmentation. You will design workflows that provide white-glove service to high-value accounts while utilizing "tech-touch" to maintain high engagement across our volume-based segments.
• Innovation & Improvement: Constantly audit and disrupt your own playbooks. You will identify where manual friction exists and replace it with intelligent automation.
• Commercial Leadership: Coach a team of CSMs to have a sales mindset. You will foster an environment where "Success" is defined by the customer’s increased investment in ShipperHQ.

What We’re Looking For

• Bachelor’s degree or equivalent experience.
• Experience: 8+ years in Customer Success/Account Management, with 3+ years in a senior leadership role ideally in B2B SaaS.
• Low Ego / High Ownership : You have the seniority to lead a meeting but the humility to help a CSM troubleshoot a complex issue. You find joy in 'doing' as much as 'delegating’.
• AI Fluency: You have a proven ability to use and implement AI tools to automate workflows and extract actionable insights from data.
• Entrepreneurial mindset: You are comfortable with revenue targets and understand the unit economics of a SaaS business. You know how to translate "customer satisfaction" into company profitability.
• Data Literacy: Expert-level understanding of NRR, LTV/CAC ratios, and engagement metrics. You don't just report on data; you use it to predict the future.
• Operational Grit: You’ve built or scaled a CS department during a period of growth or technological transition.
• Experience in e-commerce or shipping/logistics technology is a plus
• Communication: Exceptional ability to communicate with customers, colleagues and senior management.

Why ShipperHQ?

This is a fast-paced, dynamic environment where no two days are the same. For the right candidate with the right attitude, there are exceptional opportunities for career growth. Our agile team rolls up its sleeves to tackle some of the biggest challenges in e-commerce shipping. At ShipperHQ, you’ll gain more experience in a year than you might at other companies in three, thanks to our collaborative culture that emphasizes continuous learning, growth, and innovation.

Benefits and Perks:

• 22 days of PTO plus public holidays
• 401k Match
• Medical, Dental, and Vision Insurance
• This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum Area
• Compensation is based on experience

At ShipperHQ, we’re proud to be a team as diverse as the merchants we serve. As part of the e-commerce community, we are committed to empowering businesses of all sizes to grow and succeed through technology. Guided by honesty, responsiveness, and innovation, we focus on hiring the right people for the job regardless of race, background, religion, or personal identity.