Director of Customer Success

About the role

This hands-on leadership position is responsible for focusing on strategically scaling and optimizing Shipium's Customer Success division to drive maximum customer value and retention. Data Driven and end to end process optimization, Build & lead a high-performing Customer Success team; drive customer adoption and success through proactive engagement; secure customer retention & renewals while identifying upsell opportunities in collaboration with Sales. Responsible for establishing clear goals, processes, and metrics to ensure team efficiency and effectiveness, while maintaining a player-coach style.  

What you'll do

• Build, lead, and mentor a high-performing Customer Success team
• Develop and execute strategies to drive product adoption, value realization, and customer satisfaction
• Secure customer retention and renewals, collaborating closely with Sales to identify upsell opportunities
• Establish clear goals, KPIs, processes, and tools to ensure team effectiveness
• Operate in a player-coach capacity, balancing strategic leadership with hands-on customer engagement
• Partner cross-functionally with Product, Engineering, and Sales to represent the voice of the customer and drive continuous improvement

Qualifications

• Bachelor’s degree or equivalent experience
• 10+ years in a customer success leadership role, with 7+ years in direct people management
• Proven experience in a start-up and/or SaaS environment
• Data and process-driven
• Track record of building and scaling teams, systems, and processes in a rapid-growth setting
• Strong strategic thinking with a passion for customer-centric execution
• Excellent communication, collaboration, and leadership skills

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 25* 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.

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