**THE ROLE ** As a Customer Success Manager, Enterprise, you will play a pivotal role in managing and cultivating strategic relationships with key leaders and stakeholders across a portfolio of Shippit’s most strategic accounts. You will leverage your understanding of Shippit’s products and the unique needs of each merchant to become a trusted advisor and advocate within our company. This role requires a proactive approach to customer success, with responsibilities ranging from facilitating monthly check-in’s, responding promptly to customer queries, identifying growth opportunities and working with our sales team to drive growth revenue, to coordinating 'always-on' activities for sustained engagement.

Your success will be measured through several key metrics including customer satisfaction, increased booking volume on the platform, qualifying sales expansion opportunities, and a reduction in account decline and churn. Your goal will be not only to support but to exceed customer expectations, driving their success and thereby contributing to the overall success of our company.

DAY TO DAY

• Manage accounts in line with prescribed Account Treatment Plans. Regularly engage with customers through scheduled activities.
• Monitor portfolio health with a data led approach through regular analysis of Growth, Decline, Risk, and Churn. Proactively address any deviations.
• Use commercial acumen to understand the customer's roadmap and use cases, guiding them to achieve their desired business outcomes through our product through creation of a shared success plan.
• Develop and maintain strategic business relationships to drive adoption and identify upselling and cross-selling opportunities for Shippit’s commercial team to action.
• Serve as the trusted advisor for customers and champion their needs within our company, coordinating with internal teams like Product, Marketing, Data and other teams as required for necessary support.
• Manage and track customer interactions and activities using dedicated tools, ensuring all customer data is accurate and up-to-date in our CRM.
• Coordinate and escalate open incidents, service requests, and billing issues on behalf of the customer as needed.

PREFERRED REQUIREMENTS

• 3 - 5 years experience in customer success, preferably within the SaaS or logistics industry.
• Track record of high customer retention across a portfolio of 25 high complexity accounts.
• Experience managing strategic relationships with key decision-makers in enterprise-level organisations.
• Excellent interpersonal and communication skills with a customer-centric approach, proven by previous customer satisfaction scores or testimonials.
• Ability to understand and interpret product usage data to identify customer needs and opportunities, preferably with experience in a data-driven Customer Success strategy.
• Familiarity with working towards individual and team KPIs related to customer health, churn, retention and growth.
• Capability to manage the creation, use, and interpretation of customer success artefacts such as account maps, playbooks, and other items as required.