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. Our recent Series B2 cap raise of $65m has added to our ability to grow and solve some chunky problems. THE ROLE As a Customer Success Manager, Enterprise, you will play a pivotal role in managing and cultivating 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 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. 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 our company. DAY TO DAY Manage a focused portfolio of 20–30 enterprise accounts, running structured engagement rhythms and strategic touchpoints in line with each customer's success plan. Monitor portfolio health through a data-led lens — tracking growth, risk, and retention signals to get ahead of issues before they escalate. Build a deep understanding of each customer's logistics operations and commercial goals, translating that knowledge into shared success plans that drive measurable outcomes. Develop and maintain senior stakeholder relationships across your portfolio, identifying opportunities for deeper platform adoption, upsell, and cross-sell in partnership with our commercial team. Serve as the internal voice of your customers — coordinating across Product, Commercial Shipping, Support, and other teams to ensure their needs are heard and acted on. Keep Salesforce accurate and up to date, maintaining clear records of customer interactions, account plans, and key engagement milestones. Own the coordination and escalation of open incidents, service requests, and billing issues on behalf of your customers, ensuring timely resolution. WHAT YOU BRING Tenured experience in customer success, account management, or a customer-facing consulting role — ideally within logistics, supply chain, or enterprise retail. 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 — you're comfortable in the room and know how to influence without authority. Strong commercial acumen and the ability to connect customer goals to platform capability in a way that drives real outcomes. Confident working with data — you use it to understand account health, identify risk early, and surface opportunities. Familiarity with logistics KPIs, carrier networks, and fulfilment operations; exposure to TMS, WMS, or FMS platforms is a plus. Experience leveraging AI/ML or emerging technology tools to support customer success outcomes and strategic planning Clear, structured communicator — equally effective in a QBR with a C-suite audience as you are in a cross-functional internal briefing. 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. 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. 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 Phone screening - nice and simple to start, let’s get to know each other. Hiring Manager Interview - impress your potential new Manager. Technical/ Functional Interview - let your skills do the talking. Values Interview - have you got what it takes to be a Shippster? Get in touch Apply now, let's create something extraordinary!