Customer Success Manager - Americas at Shippo

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Supply Chain, Logistics, TransportationIndustries

Requirements

3–5 years of demonstrated success in a Customer Success, Professional Services, or Account Management role, preferably within an enterprise SaaS or B2B technology environment
Proven ability to operate as a highly effective, "hands-on" individual contributor, seamlessly managing the full scope of the role from strategic C-suite discussions to tactical daily support ticket resolution
Demonstrated rapid technical platform mastery, with the ability to independently troubleshoot issues and clearly communicate complex technical concepts to both technical and non-technical audiences
Proven track record of driving high customer satisfaction and consistently achieving net retention goals

Responsibilities

Stakeholder Management: Cultivate and maintain lasting, high-value relationships with key account stakeholders, from operational users to C-suite individuals, serving as a trusted advisor and strategic partner
Value Realization: Drive platform adoption rates and proactively articulate value cases and success stories to ensure American customers consistently maximize their ROI from Shippeo
Strategic Guidance: Lead high-impact quarterly and annual Business Reviews to align with customer strategic goals, track performance, preemptively manage risk, and identify growth/expansion opportunities
Internal Advocacy: Champion customer needs internally, effectively communicating them to influence product enhancements and strategic roadmap decisions with Product and Engineering teams
Revenue Management: Collaborate actively with Account Executives and Alliance Managers to secure account retention and expansion goals
Direct Technical Support: Personally manage and resolve technical and operational support tickets in the queue, providing direct, hands-on support to end-users to ensure a seamless and high-quality customer experience
Data Integrity: Proactively monitor and analyze Data Quality for customers, personally engaging with them to execute improvement plans and take actionable steps to increase tracking rates and data integrity
Process Coordination: Serve as the primary liaison for the Americas, diligently escalating and tracking critical issues and feedback through resolution with HQ support and technical team
Performance Reporting: Track, analyze, and report on key support KPIs (e.g., FRT, Resolution Time, CSAT), using data to drive continuous improvement in support quality

Skills

Key technologies and capabilities for this role

Customer SuccessStakeholder ManagementBusiness ReviewsPlatform AdoptionValue RealizationStrategic PartnershipAccount ManagementROI OptimizationRisk ManagementCross-functional Collaboration

Questions & Answers

Common questions about this position

What is the work location and arrangement for this role?

The role is based in Chicago and operates on a hybrid model, requiring 3 days per week in the office (Tuesday, Wednesday, and Thursday).

What does the Customer Success Manager report to and collaborate with?

The role reports to Christopher Mazza, Senior Vice President International Growth, and collaborates with the Americas team and Head of Customer Success.

What are the key responsibilities of the Customer Success Manager?

Key responsibilities include stakeholder management, driving platform adoption and value realization, leading business reviews, internal advocacy, revenue management, direct technical support, data integrity monitoring, and process coordination.

What is the company culture like at Shippeo?

Shippeo has a multicultural team of 27 nationalities operating in a fast-paced, international environment across Europe, North America, and Asia.

Is the salary or compensation mentioned for this position?

This information is not specified in the job description.

Shippo

Shipping solution for ecommerce businesses

About Shippo

Shippo provides a shipping solution for ecommerce businesses, marketplaces, and platforms by connecting them to multiple shipping carriers through a single API and dashboard. Users can compare shipping rates, print labels, automate international documents, track shipments, and manage returns all in one place. This integration allows clients to streamline their shipping processes efficiently. Unlike many competitors, Shippo focuses on offering a comprehensive service that works seamlessly with existing ecommerce platforms, making it easier for businesses to handle their logistics. The goal of Shippo is to enhance the shipping experience for its customers, ensuring their success by solving key operational challenges in the ecommerce logistics market.

San Francisco, CaliforniaHeadquarters

2013Year Founded

$150.1MTotal Funding

LATE_VCCompany Stage

Automotive & Transportation, Consumer SoftwareIndustries

201-500Employees

Benefits

Medical, dental, & vision

Take-as-much-as-you-need vacation policy

Flexible work hours

Two week-long company wide shutdowns during summer/winter

3 volunteer days off (VTOs)

WFH stipend

Charity donation match up to $100

Professional & career growth

Individual learning stipend

Personal and focused growth

Company off-sites throughout the year

Risks

Increased competition from platforms like Square and Wix could reduce Shippo's market share.

Partnership with Cover Genius may expose Shippo to insurance claims and liabilities.

New tool launches may strain Shippo's resources if not managed efficiently.

Differentiation

Shippo offers a multi-carrier shipping API connecting with over 40 global carriers.

The platform provides comprehensive shipping solutions, including label creation and package tracking.

Shippo's integration with platforms like Wix enhances its accessibility and user experience.

Upsides

Shippo's Addresses API improves address validation, reducing undeliverable packages.

Partnership with Cover Genius offers comprehensive insurance solutions for eCommerce merchants.

Dynamic pricing models optimize revenue and offer competitive rates to customers.

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