Head of Customer Success

Head of Customer Success - SaaS 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. 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. Treat the CS department as a revenue driver and identify expansion opportunities. Operational Execution: Lead by example. Roll up your sleeves to map out customer journeys and directly manage key accounts. AI Strategic Roadmap: Lead the implementation of AI‑driven CS operations. Precision Segmentation: Move beyond basic tiers to behavioral segmentation. Design workflows that provide white‑glove service to high‑value accounts while utilizing tech‑touch to maintain high engagement across volume‑based segments. Innovation & Improvement: Constantly audit and disrupt your own playbooks. Identify where manual friction exists and replace it with intelligent automation. Commercial Leadership: Coach a team of CSMs to have a sales mindset. 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: The seniority to lead a meeting but the humility to help a CSM troubleshoot a complex issue. Joy in “doing” as much as “delegating.” AI Fluency: Proven ability to use and implement AI tools to automate workflows and extract actionable insights from data. Entrepreneurial mindset: Comfortable with revenue targets and understanding the unit economics of a SaaS business. Translate “customer satisfaction” into company profitability. Data Literacy: Expert‑level understanding of NRR, LTV/CAC ratios, and engagement metrics. Operational Grit: 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. 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 Area. Compensation is based on experience. At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e‑commerce community, we take responsibility to empower shops, large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity. #J-18808-Ljbffr