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.

• 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

• Schedule: This is a full-time position scheduled to work Monday-Friday, from 7:00am to 3:30pm Pacific time / 10:00am to 6:30pm Eastern time, subject to change by business demands.
• Location: This position is remote-based.

Compensation

• HOURLY RATE | $20.00 to $30.00/hour USD, DOE.