Head of Customer Success

Job description

Head of Customer Success - SaaS ​​ About Us: 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 gl What You’ll Do: The Head of Customer Success is a key driver of ShipperHQ’s revenue, owning retention and expansion while ensuring a high level of customer service. You’ll partner closely with sales and support to keep customer success at the center of everything we do. This is a hands-on leadership role focused on reducing churn, increasing retention, and driving client satisfaction. You’ll work directly with customers, understand their needs, and take action, bringing both strategic thinking and a willingness to execute. - 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 journ...