Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention. Our recent Series B2 cap raise of $65m has added to our ability to grow and solve some chunky problems.

Watch this - What we do

You will be responsible for maintaining and strengthening strategic relationships with key leaders and decision makers with our Enterprise level clients. In this role, you will partner with the Account management team for the overall strategic health of the client.

Your success in this role will be measured through customer satisfaction, booking volume on platform, sales opportunities, and decline/churn prevention. Senior Customer Success Managers must know the company’s products inside and out and serve as the focal point for all operational support (technical, workflow, customer support, risk, billing, etc. issues).

* Monitor health of portfolio and complete monthly analysis of Growth, Decline, Risk, and Churn.

* Research and address any items that are out of the norm.

* Strong business acumen to understand customer’s roadmap and use cases and work closely with customers to achieve their desired business outcomes.

* Develop and maintain strategic business relationships with enterprise customers to drive adoption and expansion in upselling and cross selling.

* Become the trusted customer advisor and be the customer advocate within Shippit.

* Build trusted relationships, supporting customer goals that drive success.

* Meet with the necessary stakeholders from sales and account teams once the deal is closed to make sure there is alignment.

* Be the voice of the customer and accountable for the customers to progress open incidents and service requests, billing issues as needed.

We pride ourselves on having a team of good humans with great knowledge, and a hunger to learn.

For this role you will need to have:

* Experience in consulting or customer success management.

* Impressive track record of high customer retention and growth

* Strong sense of customer empathy and customer-centricity

* Excellent interpersonal and communication skill

* Strong problem solving and analytical thinking

* Entrepreneurial drive and comfort working in an ambiguous, quickly-changing environment.

* Flexible Hybrid - ability to mix your working week between The Shippit office and your home office

* We are all builders - we share our successes! Be rewarded with our Employee Share Option Plan

* Family & Paw friendly - generous parental leave policy and pet friendly office

* Be Healthy - Wellbeing Policy with strong focus on whatever makes you feel good from inside out.

* Enrich your life - travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year

* Fuel your growth journey - Unlocking your potential with a blend of in person and online learning and development opportunities

* Be comfortable - Casual Friday everyday!

* We love to have fun - Team outings, weekly lunches, team events, loaded pantry and the list goes on…

Join our high-performance culture at Shippit where you can make a difference. We’re on a mission that needs the right #goodhumans to help make ship happen!

Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day.

We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #6 Best Place to Work by AFR in 2023. . It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of.

Watch this - Culture at Shippit

1. Phone screening - nice and simple to start, let’s get to know each other.

2. Hiring Manager Interview - impress your potential new Manager.

3. Technical/ Functional Interview - let your skills do the talking.

4. Values Interview - have you got what it takes to be a Shippster?

Let's create something extraordinary and make ship happen! Apply now and join the Shippster family.

We are a 2023 Circle Back Initiative Employer – we commit to responding to every applicant.