Manager-Strategy-Customer Success

As a platform company powering businesses across multiple geographies, Shipsy processes millions of transactions per day and supports their operations with our platform, APIs, runs marketplace and more.

This roles will aim to drive key metrics for the Org such as

1. Customer NPS
2. Key Customers Project Charter
3. NRR - “Net Revenue Retention”

This would involve building strategy, coordination with the Growth & Customer Success team as well as cross-functional teams to drive the projects centrally.You’ll work directly with the leaders to solve business-critical problems and be part of a group responsible for driving Shipsy’s growth exponentially.


Key Responsibilities and Accountabilities:

• Find innovative ways to optimize and scale the growth of the organization by Customer NPS & GRR
• Grow and monetize existing customers through scalable programs.
• Drive the P&L of all existing critical accounts with a focus on Cross-sell and up-sell of products to the accounts
• Identify and implement the processes, tools, resources, and data needed to drive the projects with defined KPIs and metrics.
• Continually innovate, develop and suggest enhancements to the customer Success function such as new methods of analysis or other techniques.
• Manage schedules with project resources and risk trackers within the time framework
• Work closely with Account Managers to understand their needs and assure they have an amazing experience and focus on desired outcomes.
• Handle and resolve initial client requests during the implementation phase throughout the launch.
• Convey customer feedback to the product and management teams to help the company constantly improve its product offerings
• Support clients through the implementation process by applying strong problem-solving, troubleshooting, and data management skills