Customer Success Manager, Enterprise

The Customer Success Manager, Enterprise role is responsible for managing and cultivating relationships with key leaders and stakeholders across a portfolio of Shippit’s most strategic accounts. 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. The 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.

Requirements

• Tenured experience in customer success, account management, or a customer-facing consulting role
• Demonstrated track record of retaining and growing a portfolio of complex, high-value enterprise accounts
• Experience managing strategic relationships with senior stakeholders in large organisations
• Strong commercial acumen and the ability to connect customer goals to platform capability in a way that drives real outcomes
• Confident working with data
• Familiarity with logistics KPIs, carrier networks, and fulfilment operations
• Experience leveraging AI/ML or analytical tools to support customer success outcomes and strategic planning
• Clear, structured communicator

Benefits

• Flexible hybrid work arrangement
• Employee Share Option Plan
• Generous parental leave policy
• Wellbeing Policy
• In person and online learning and development opportunities
• Casual Friday everyday
• Team outings, weekly lunches, team events, loaded pantry