Customer Success Manager

Customer Success Manager (Chicago, Hybrid) 

DESCRIPTION: 

The role involves managing an assigned book of business at Shipium, focusing on enabling, leading, and empowering customers to maximize the value of their investment. The primary responsibilities include driving adoption, hosting Quarterly Business Reviews, addressing product usage, and supporting current implementations. The role also emphasizes customer retention and renewal efforts, along with assisting in upselling opportunities.

WHAT YOU’LL DO: 

Establish a customer-centric environment, fostering strong relationships to reduce churn and address customer concerns.

Develop customer-facing resources to enhance the user experience and ease of platform utilization.

Conduct post-implementation kick-off meetings to ensure smooth adoption and understanding of Shipium's platform.

Proactively manage customer health, identify risks, and develop playbooks for responses and solutions.

Schedule regular customer meetings to showcase value, discuss new releases, and explore and upsell opportunities.

Collaborate with internal stakeholders to resolve customer issues and provide feedback to contribute to product improvements.

Align with Marketing to promote success stories and collaborate with Product teams on the product roadmap.

Map the customer journey, create success plans, and adjust strategies to meet retention targets.

Forecast renewals and identify expansion and upsell opportunities, taking responsibility for renewing current business.

EXPERIENCE:

Technical experience, tactful, reacts well under pressure, maintains confidentiality. Interpersonal Skills: Conflict resolution, listening skills, openness to new ideas.

Teamwork: Balances team and individual responsibilities, and contributes to a positive team spirit.

Communication: Clear and persuasive oral and written communication, active participation in meetings.Language Skills: Ability to read, interpret documents, write routine correspondence, and speak effectively.Reasoning Ability: Problem-solving and decision-making skills in diverse situations.

Computer Skills: Proficiency in basic office products, project management systems, and quick adaptation to new technology.

Bachelor’s degree or 5 years of related experience in a SaaS environment in Customer Success or Account Management. Equivalent combinations of education and experience will be considered. This position does not have direct supervisory responsibilities.

ADDITIONAL INFO: Salary Range: $74,000.00 to $88,000.00 annually, commensurate with experience.

Required to be on-site at our Chicago location 1 or 2 days a week

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 21* states, 8 paid weeks of parental leave, 12 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 (hr@shipium.com) 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.

Shipium participates in E-Verify

We do not provide any type of sponsorship either now or in the future.  Only those with Green Cards, US Citizens, or Permanent Residents are eligible. 

We do not transfer work visas or hire out of the US or C2C