Customer Success Manager

About Shipium

Modern operators turn to Shipium when they want to turn their supply chain into a strategic value driver. Shipium's platform provides cloud infrastructure and leading AI capabilities that optimize costs and scale automation.

We’re building tech that connects previously fragmented systems and automates complex supply chain decisions to deliver speed and value across operations. 

Founded in 2019 by supply chain technology experts from Amazon and Zulily, the company is on a mission to help every eCommerce company provide its customers a great delivery experience while simultaneously reducing their costs to fulfill orders.

About the role

At Shipium, we are redefining the supply chain landscape. We are looking for a proactive, relationship-driven Customer Success Manager (CSM) to join our team. In this role, you won't just "manage" accounts—you will lead, empower, and enable our customers to maximize the value of their investment.

As the primary advocate for your assigned book of business, you will drive adoption, host impactful Quarterly Business Reviews (QBRs), and ensure our customers hit their long-term goals. If you thrive on building loyalty, reducing churn, and acting as a strategic consultant for SaaS products, we want to talk to you.

What you'll do

• Drive Value & Adoption: Lead post-implementation kick-offs to ensure a smooth transition. You’ll reinforce platform learnings and showcase expedited "time to value" for every client.
• Relationship Management: Build a customer-centric environment that translates into long-term loyalty. You are the "open door" for customer issues, questions, and concerns.
• Strategic Growth: Forecast renewals and identify expansion/upsell opportunities. You’ll partner with Sales to ensure our customers are utilizing the right tools for their evolving needs.
• Proactive Health Monitoring: Use CSAT, NPS, and usage data to identify risks early. You’ll develop "playbooks" to resolve issues before they lead to churn.
• Internal Advocacy: Act as the voice of the customer. Collaborate with product and engineering teams to relay feedback and help build the tools our customers need most.

Qualifications

• Experience: 1–3 years of experience in a SaaS environment (customer-facing role) or a Bachelor’s degree in a related field.
• E-commerce/Supply Chain or Parcel experience preferred
• Communication Skills: You are a persuasive speaker and a clear writer. You can explain complex, interrelated situations to stakeholders with ease.
• Tech Savvy: Proficient with Google Workspace/Microsoft Office and project management systems. You have a knack for learning new technology quickly.
• Problem Solving: You are a "probing" thinker who asks the right questions and seeks expert advice before making strategic recommendations.
• Adaptability: You can pivot when priorities shift and stay cool under pressure.

At Shipium, Employees enjoy full medical, dental & vision coverage (with 50% coverage for dependents), optional life insurance and long-term disability coverage, a 401(k) retirement plan, fully remote work-from-home options in 28* states, 8 paid weeks of parental leave, paid holidays annually, self-managed vacation time, sick & safety leave, and volunteer time off. 

Shipium is committed to creating a diverse environment and is proud to be an equal opportunity employer. Women, people of color, people with disabilities, and veterans are strongly encouraged to apply. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. If you need reasonable accommodation because of a disability for any part of the employment process, please email Human Resources ([email protected]) and let us know the nature of your request and your contact information.

This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and mentorships. Shipium makes hiring decisions based solely on qualifications, merit, and business.

*Although based out of Seattle, WA, Shipium is 100% remote in the following states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Maryland, Massachusetts, Michigan, Montana, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, South Carolina, Tennessee, Texas, Vermont, Washington & Wisconsin. 

Shipium participates in e-verify