Hybrid SaaS Implementation Lead — Customer Success

ShipperHQ; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

22 days PTO

401k Match

Medical, Dental, and Vision Insurance

Maternity and Paternity Leave

Hybrid, Austin office-based role

Job summary

ShipperHQ is seeking an Implementation Manager to help customers bring our SaaS shipping platform to life. You will partner with merchants to understand their business needs, design the right solution, and guide them through successful implementations.

This role is customer-facing, collaborative, and requires problem-solving, technical curiosity, and strategic thinking to deliver exceptional customer experiences.

Qualifications

• 2+ years in a customer-facing role within a SaaS environment.
• Experience with e-commerce platforms or related technologies.
• Familiarity with sales processes and CRM systems.
• Project management experience is a plus.
• Strong communication and relationship-building skills with the ability to work effectively with both technical and non-technical stakeholders.

Responsibilities

• Understand customer goals, workflows, and technical requirements to deliver successful implementations.
• Lead onboarding projects from kickoff to go-live, keeping them on track.
• Create and manage scopes of work and implementation plans.
• Act as product expert, offering best practices and tailored solutions.
• Collaborate with Sales, Customer Success, and Support to ensure smooth transitions and clear SLAs.
• Coordinate with cross-functional teams to share feedback and drive improvements.

Skills

Customer-facing SaaS experience

E-commerce platforms knowledge

Strong communication

Stakeholder management

Problem solving

Tools

CRM systems

Project management software

Job description

ShipperHQ is seeking an Implementation Manager to help customers bring our SaaS shipping platform to life. You will partner with merchants to understand their business needs, design the right solution, and guide them through successful implementations.

This role is customer-facing, collaborative, and requires problem-solving, technical curiosity, and strategic thinking to deliver exceptional customer experiences.