Manager Of Customer Success

What you'll do:

• Lead and manage a team of Customer Service Representatives
• Recruit, train, mentor, and scale the team
• Drive retention and account growth
• Achieve NPS and service level goals
• Advocate for merchants and be their voice within ShipMonk
• Develop frameworks for the team to leverage in Merchant engagements
• Develop standardized playbooks for interventions and escalations Build and maintain strong relationships with merchants
• Gain a deep understanding of our merchants’ business goals Collaborate with warehouse GMs and Operations leaders to resolve escalated issues

What you'll need:

• Bachelor Degree required
• 4+ years of experience in B2B customer service and/or merchant services
• 2+ years of team leadership experience
• 1+ years of 3PL experience
• Experience with Salesforce Service Cloud a plus
• Experience building and leading a customer service team, ideally in 3-PL is required!
• Experience scaling a successful team during a hyper-growth phase
• Ability to manage influence through persuasion, negotiation, and consensus-building
• Strong empathy for Merchants AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Proven ability to motivate and focus teams, as well as being a friendly empathetic leader

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: One location