Sr. Customer Success Manager - SaaS

Senior Customer Success Manager - SaaS

ShipperHQ is seeking a talented Senior Customer Success Manager to join our dynamic team. This is a senior, revenue-focused role for someone who can manage a high volume of accounts, lead renewals, and consistently identify and close expansion opportunities.

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 global team, we're a fast-moving, product-led company shaping the future of e-commerce logistics.

What You'll Do:

As a Senior Customer Success Manager, you'll own a portfolio of strategic and high-growth accounts, serving as both a trusted advisor and commercial owner. You are accountable for retention, expansion, and ensuring customers realize clear business value from ShipperHQ.

• Own and manage a high-volume portfolio of strategic and growth accounts with full accountability for retention and expansion revenue
• Build and maintain executive-level relationships, positioning yourself as a trusted advisor across customer organizations
• Translate customer goals into measurable success plans tied to business outcomes and ROI
• Drive product adoption and maturity through structured enablement, best practices, and ongoing value realization
• Lead renewals end-to-end, proactively managing risk and forecasting outcomes 6+ months in advance
• Identify and close expansion opportunities through consultative, value-based selling
• Operate with strong commercial acumen-comfortable owning a book of business and revenue targets
• Partner cross-functionally with Sales, Product, and Support to advocate for customers and drive results
• Manage competing priorities across a high volume of accounts without sacrificing quality or responsiveness

What We're Looking For:

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role in B2B SaaS
• Proven track record of owning and growing a book of business, including renewals and expansion/upsell targets
• Experience managing a high volume of accounts while maintaining strong customer outcomes
• Strong commercial mindset with comfort in revenue ownership and quota-carrying or expansion-focused roles
• Demonstrated ability to navigate complex organizations and build relationships with executive stakeholders
• Skilled in identifying risk early and driving proactive retention strategies
• Excellent business acumen with the ability to tie product value to customer KPIs and ROI
• Clear, confident communicator with strong executive presence
• Highly organized, proactive, and able to operate independently in a fast-paced environment
• Experience in e-commerce, shipping, or logistics technology is a strong plus

Why ShipperHQ?

This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies, thanks to our collaborative learning culture that fosters continuous growth and innovation.

Benefits and Perks:

• Collaborate with a motivated team, directly tying your results to organizational success
• 22 days of PTO plus public holidays
• 401k Match
• Medical, Dental, and Vision Insurance
• Maternity and Paternity Leave
• This is a hybrid, full-time position working out of our Austin, TX office in the Arboretum
• Compensation is based on experience