Customer Success Manager

**Job Description** | Customer Success Manager

**Summary**

As the Customer Success Manager at ShipCalm, you will lead our Brand Operations team & be accountable for driving operational success, client satisfaction, & revenue growth across our customer portfolio. This position reports directly to the Executive Vice President of Operations. You will oversee a team of Heads of Operations & Account Support Specialists who execute ShipCalm’s day-to-day service delivery.

This role requires a mix of strategic leadership, hands-on operational oversight, & strong cross-functional collaboration with Warehouse Operations, Digital Operations, Technology, & Accounting. Your team ensures each customer receives high-quality service, proactive support, & operational solutions that align with their growth goals.

ShipCalm is a leading third-party operations company committed to delivering seamless & innovative logistics solutions to businesses worldwide. Learn more about us at our website:
**Role Accountability & Functions**
- LMA (Lead, Manage, & Hold Accountable)
- Exceptional Customer Experience & Satisfaction
- Customer Revenue Growth
- CalmScore Customer Tracking
- QuickCalm Ticketing System
- Client operational execution oversight

**Essential Duties & Responsibilities**
- Supervise, coach, & develop Brand Ops team members to ensure high performance & consistent execution.
- Develop strong client relationships, acting as a trusted partner & internal advocate for ShipCalm’s 3PO model.
- Directly manage high-impact customer accounts, driving engagement, operational adoption, & value delivery.
- Serve as the senior escalation point for complex client or cross-functional operational issues.
- Own strategic account alignment & lead business review cadences across ShipCalm’s client portfolio.
- Collaborate cross-functionally to improve execution across fulfillment, returns, inventory, & systems workflows.
- Drive improvements in CalmScore, Net Promoter Score (NPS), & adherence to service SLAs.
- Identify & support revenue growth opportunities through operational enablement & strategic insight.
- Manage customer-facing communications related to outages, updates, & service-level changes.
- Oversee invoice anomaly reviews & support root cause analysis with Finance & Operations.
- Deliver reporting on client satisfaction, ticket trends, & operational performance to executive leadership.
- Reinforce QuickCalm ticket hygiene, triage, & proactive resolution practices across the team.
- Lead documentation improvements & facilitate knowledge sharing with internal teams & customers.
- Run daily huddles, weekly meetings, & 1:1s to maintain team alignment & accountability.
- Monitor client trends, volume shifts, & at-risk accounts to guide proactive interventions.
- Ensure balanced workload distribution & clear role ownership across the Brand Ops team.
- Report to work in a regular & timely manner.

**Knowledge, Skills, & Abilities**
- Experience & Leadership
- 5+ years in fulfillment, logistics, or eCommerce operations.
- 2+ years of people management in fast-paced, client-facing environments.
- Proven success leading cross-functional teams.
- Operational & Technical Proficiency
- Strong understanding of WMS/OMS platforms, ticketing systems, & CRMs.
- High proficiency with Google Workspace, Slack, ClickUp, & HubSpot.
- Familiarity with warehouse software & operational tooling is preferred.
- Communication & Interpersonal Skills
- Excellent written, verbal, & presentation communication skills in English.
- Ability to interface with diverse stakeholders (marketers, technical teams, project managers).
- Skilled in coaching, conflict resolution, & performance accountability.
- Analytical & Strategic Thinking
- Data-driven with experience in KPI metrics, reporting, & continuous improvement.
- Strong operational judgment & attention to detail.
- Solution-oriented mindset for solving complex client challenges.
- Work Style & Execution
- Strong organizational skills & ability to manage competing priorities.
- Able to balance technical expertise with business acumen in a customer-centric role.
- Education
- Bachelor’s degree in Business, Supply Chain, or related field (preferred).

**Physical, Mental, & Environmental Demands**
- Working in a seated or standing position up to & exceeding eight (8) hours per day.
- Using a calculator, mouse, & keyboard & viewing computer screens.
- Using a telephone or virtual telephone via PC.

**Schedule & Location**
- Location: This position is remote-based.

**Compensation**
- HOURLY RATE | $20.00 to $30.00/hour USD, DOE.

Pay: $1,850,000 - $2,785,000 per hour

Expected hours: 40 - 50 per week