Head of Customer Success

About Shipwell

At Shipwell, we empower supply chain efficiency and service effectiveness at scale. The Shipwell platform includes capabilities previously out of most shippers' technical reach and affordability today. Our solution combines everything shippers need, from transportation management and visibility to procurement, in a comprehensive, easy-to-use platform. It will adapt and scale as market and business demand change, allowing shippers to operate, manage, and optimize the shipping process seamlessly. Industry experts have recognized Shipwell's traction in the market and have differentiated Shipwell as a leader in the logistics industry. Awards include Gartner Magic Quadrant for TMS 2025, 2024, 2023, 2022, 2021, Food Logistics’ 2024 Top Software & Technology Providers, and FreightWaves’ FreightTech 2022 and 2021 Awards for Innovation and Disruption in Freight Industry. Shipwell was also named the fourth fastest-growing company in North America on the 2021, 2022, and 2023 Deloitte Technology Fast 500 and Forbes 2020 Next Billion-Dollar Startup.

Our Culture

Shipwell is a fast-paced, high-energy start-up that strives to build the future of shipping every day. Diversity of thought and cross-department collaboration is very important to us. We deliver open, honest, careful communication and work as hard as we play. We create & deliver solutions that are revolutionizing the industry, which brings excitement and purpose to our work. If you are looking for a place that will help you tap into your best work-self and give you hands-on experience building something big, then we invite you to come and build the future of shipping with us!

• Lead Customer Success and Customer Support as a single, integrated post-sales function
• Own customer outcomes across retention, renewals, expansion, and support
• Be accountable for GRR, NRR, and customer sentiment (NPS)
• Lead and develop a high-performing team of Customer Success Managers and Support professionals
• Ensure customers achieve measurable value with rapid time-to-value
• Manage customer escalations and executive-level issues with sound judgment
• Partner closely with Sales, Implementation, and Product to ensure seamless customer experience
• Build scalable operating processes that reduce heroics and prevent surprise churn
• Provide clear, reliable visibility into customer health, risk, and revenue outlook
• Translate customer insight into actionable feedback for Product and Engineering

• 8+ years of leadership and people manager experience in B2B SaaS Customer Success
• Direct ownership of retention, renewals, or post-sale revenue outcomes
• Strong judgment in customer escalations and executive communication
• Proven ability to build scalable post-sales operating models
• Calm, low-ego leadership style with high accountability
• Bias toward clarity, ownership, and follow-through
• Working knowledge our tech-stack including SFDC, Slack, Gong, Jira

• Experience with transportation and logistics industry or selling transportation and logistics software

Why Shipwell:

Benefits & Perks

• Compensation & Growth
• Competitive salary with equity opportunities
• 401(k) plan with company match
• Incredible career growth potential within a fast-growing organization
  
• Health & Wellness
• Comprehensive health, dental, and vision insurance
• Life insurance coverage
• Teladoc access, HSA, and FSA options
  
• Work-Life Balance
• Generous parental leave
• 100% remote work environment
• Flexible, inclusive, and supportive company culture
  
• Professional & Personal Support
• Subsidized Wi-Fi, cell phone, and educational reimbursements
• Technology package, including a MacBook Pro
• Team-building events and friendly office competitions

Salary range is  USD $125,000-$150,000 plus variable compensation. 

Here at Shipwell, we are a Remote Forward company. We are located in Austin, TX but this position will  be fully remote. 

Shipwell is an Equal Opportunity Employer and we will not tolerate discrimination or harassment of any sort. We do celebrate diversity and believe experience comes in different forms; many skills are transferable; and passion goes a long way. Diversity in our team makes for better problem solving, more creative thinking, and ultimately a better product and company culture.

Even more important than your resume is a clear demonstration of impact, dedication, and the ability to thrive in a fast paced and collaborative environment. Shipwell strives to have an inclusive work environment; so if you are hard working & good at what you do then please come as you are.  We want you to contribute, grow, & learn at Shipwell and we encourage you to apply if your experience is close to what we’re looking for.

We are looking forward to adding new perspectives to our team!

For more information about Shipwell visit shipwell.com, or connect with us on Twitter @shipwell, LinkedIn, and Facebook.com/Shipwellinc.