Customer Success Manager, Enterprise

A LITTLE ABOUT US

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.

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 is a hands-on role, well-suited to someone who is comfortable navigating large organisations, solving complex problems, and driving outcomes. You’ll partner with senior stakeholders, both internally and externally, to unlock long-term value and ensure we remain a trusted partner in their logistics ecosystem.

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 Shippit.

DAY TO DAY

Managing a Strategic Customer Portfolio (20 - 25 accounts)

• Build trusted relationships with logistics, operations, and eCommerce leaders within your assigned customers
• Understand each customer’s supply chain model, carrier mix, and delivery KPIs
• Lead strategic planning sessions and QBRs that focus on logistics performance, platform adoption, and growth levers
• Drive contract renewals, carrier usage, and platform expansion to grow Shippit’s footprint
• Act as the voice of the customer, advocating internally for roadmap needs and performance improvements

Partnering Cross-Functionally

• Act as the customer's internal advocate, ensuring their needs are clearly understood across Product, Commercial and Support teams
• Support the design of scalable solutions that align customer requirements with Shippit’s platform capabilities
• Work with our Carrier, Product and Engineering teams to solve operational pain points and design fit-for-purpose solutions
• Partner with the Commercial Shipping team to optimise account profitability and partner rate usage

Building Tools and Insights

• Maintain accurate customer records, plans and engagement notes in Salesforce
• Share what’s working across accounts to help the broader CSM team improve how we support enterprise merchants
Contribute to customer-facing resources and repeatable frameworks that drive success across the segment

WHAT YOU BRING

• 5+ years’ experience in logistics, supply chain, freight, parcel delivery or fulfilment environments
• Strong commercial acumen, confident managing large account revenue, contract renewals, and commercial performance
• Understanding of carrier networks, cost-to-serve models, dispatch-to-door workflows, and delivery KPIs
• Comfortable operating in a SaaS or technology-driven environment
• Great communicator, confident leading workshops and engaging senior stakeholders
Data-driven mindset and ability to distil performance insights into action

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LIFE AT SHIPPIT

• 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.
• 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…
  

FEEL VALUABLE

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

Our recruitment process - we don't like to complicate things

Get in touch

Apply now, and let's create something extraordinary!