Senior Customer Success Lead for Enterprise Accounts

Shipfusion; Irving (IA); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Health & dental

15 days vacation

Wellness days

Employee discounts

EAP

Calm app

Team events

Strong culture

Job summary

Shipfusion seeks a highly motivated Client Service Site Manager to join our Customer Success team in our brand new fulfillment centre. You will oversee day-to-day account functions for medium to high revenue clients, onboard and educate customers, and coordinate with Support and Warehouse teams to meet deliverables.

In this role you will lead client relationships, provide product demonstrations to prospects, and help optimize the Shipfusion portal while building scalable Customer Success

Qualifications

• 5+ years of experience in client services or project management.
• 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 leadership

G-Suite

Spreadsheets

Data manipulation

Communication

Client management

Self-motivation

Technical adaptability

Account management

Leadership coaching

Tools

G-Suite

Spreadsheets

Job description

Shipfusion seeks a highly motivated Client Service Site Manager to join our Customer Success team in our brand new fulfillment centre. You will oversee day-to-day account functions for medium to high revenue clients, onboard and educate customers, and coordinate with Support and Warehouse teams to meet deliverables.

In this role you will lead client relationships, provide product demonstrations to prospects, and help optimize the Shipfusion portal while building scalable Customer Success