Director of Customer Success

About Us
Our mission is simple: to be the perfect fulfillment people. We are excited to add a new team member to help us reach the next level in our growth! 

About You
Are you an exceptional, intuitive Customer Success Leader that values client experience and satisfaction above all else? We are looking for a Customer Success Guru who is seeking an exciting challenge to bring their career to the next level. This role boasts enormous, unparalleled growth opportunity- you will have the chance to make a broad & far-reaching impact through the perfection of the ShipCalm “success” portion of our client experience. You will play a key role in the expansion of our Customer Success team over the next 3-5 years, perfecting the “success” portion of our client experience. Our ideal Director of Customer Success will possess a proven track record leading & growing Customer Success teams, experience in the E-commerce service industry is a big plus. You’ll report directly to the ShipCalm president to ensure that our customer's voice is prioritized throughout the organization.  

Major Goals & Responsibilities
  • Establish & manage long term, exciting business relationships with our clients, drive new business growth through customer advocacy
  • Develop Customer Success Practices: define customer journey, identify opportunities for continuous improvement, track industry best practices
  • Resolve Client Onboarding Issues
  • Improve Response Times & Effectiveness of Overall Customer Success Team
  • Develop robust, transferable knowledge base around customer processes. 
  • Champion Autonomous Problem Solving & Proactive Communication with ShipCalm Customers
  • Ownership & Oversight of the Onboarding & Offboarding Process
  • Develop & Implement Customer Offboarding Process
  • Implement Periodic Customer Business Reviews 
  • Implement Customer Process Knowledge Base
  • Ability to interact with customers in an accommodating, compassionate manner - tempered by the ability to deliver bad news in a diplomatic fashion. 
  • Be a leader and example of ShipCalm vision, mission, and values.

Skills Prerequisites
  • 5+ years of experience in leading customer-facing organizations
  • Ability to manage influence through persuasion, negotiation, and consensus-building
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Experience as an enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

ShipCalm provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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