Senior Client Success Manager – Strategic Accounts

Shipfusion; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health and dental coverage

15 days vacation + 5 wellness days

Social events

Employee discounts

Employee Assistance Program (EAP)

Calm app subscription

Positive company culture

High retention rates

Job summary

Shipfusion is seeking a highly motivated Client Service Site Manager to lead our Customer Success team in managing a portfolio of mid-to-high revenue accounts from our Dallas operation.

You will report to the VP of Client Success and act as the senior point of contact for escalations, while collaborating with Support, Warehouse, and Sales teams to drive product demonstrations, onboarding, and ongoing education.

Qualifications

• 5+ years of client services, or project management experience.
• 2+ years of experience managing and developing customer-facing teams.
• Proficient with technology including G-Suite and data manipulation via Spreadsheet.
• Strong communication and client management skills.
• A self starter who can work independently.
• Ability to quickly adopt to new technical processes and roll out new technical workflows to clients.
• Desire to work in a fast-paced, tech-oriented culture.
• Experience managing complex accounts, escalations, and competing priorities.
• Strong leadership and coaching skills with a track record of developing high-performing teams.

Responsibilities

• Be responsible for managing the day to day functions of accounts ranging from medium to high revenue on a monthly basis.
• Provide Shipfusion onboarding and continued education/training throughout lifecycle.
• Provide world class customer support to clients, handling all questions and escalated issues as required.
• Work directly with our Support and Warehouse teams to ensure deliverables are being achieved.
• Work alongside the Sales team to provide product demonstrations to prospective clients.
• Help strategize with customers on how to optimize the Shipfusion portal.
• Managing customer projects through our proprietary customer portal.
• Be able to succeed in a high pressure, entrepreneurial environment.
• Build strong, trusted relationships with key customers and serve as a senior point of contact for escalations and complex client needs.
• Develop and standardize Customer Success processes, playbooks, reporting, and best practices.
• Monitor customer health and identify risks early, creating clear action plans to address at-risk accounts.
• Lead regular account reviews and ensure the team is effectively communicating performance, opportunities, risks, and recommendations to customers.
• Track and report on key Customer Success metrics and team performance.
• Coach and support Account Managers and Support team members.
• Be the advocate for Client Services and our clients within the local operation.
• Additional duties as requested by the business as dictated by business needs.

Skills

Client services

Project management

Team management

G-Suite

Data manipulation

Spreadsheet

Communication

Self-starter

Process adaptation

Account management

Leadership

Job description

Shipfusion is seeking a highly motivated Client Service Site Manager to lead our Customer Success team in managing a portfolio of mid-to-high revenue accounts from our Dallas operation.

You will report to the VP of Client Success and act as the senior point of contact for escalations, while collaborating with Support, Warehouse, and Sales teams to drive product demonstrations, onboarding, and ongoing education.