About Us 🌎 ShipInsure is a leading post-purchase CX platform for ecom brands. We partner with brands to meet their post-purchase & sustainability goals by powering package protection, issue resolution, and carbon offsetting. We are powering peace of mind for shoppers, which builds trust, reduces support time, and increases customer retention. We are a 20-person, remote-first company looking for people who are motivated by being part of a team building products that will help change the world. We're growing quickly, and want you to grow with us. The Opportunity 💻 ShipInsure is seeking a dedicated Merchant Success Manager to own our post-sale experience and drive exceptional results for our clients. The ideal candidate will have a strong track record in managing client relationships, understanding their unique needs, and using data to deliver tailored solutions. If you’re passionate about ecom and thrive in a fast-paced, tech-driven environment, we’d love to have you join our team. A day in the life ☀️(Responsibilities) • Own the entire Post-Sale experience. This includes onboarding, early adoption, and renewal • Build and maintain relationships with key stakeholders at brands within your portfolio • Serve as a proactive, trusted advisor to deeply understand your customers and their needs • Have concrete examples of unique customer needs that you creatively found a way to fulfill • Conduct business reviews to track data supported performance, present product roadmap to seek feedback and new product adoption, and ensure customer satisfaction and evangelism with ShipInsure • Monitor merchant health and partner with internal departments to ensure client needs are addressed and fulfilled effectively • Identify opportunities for expansion within your portfolio, partnering with additional internal teams to gain commitment for expanding revenue for ShipInsure • Achieve quarterly engagement, satisfaction, time to value, and portfolio growth targets • Drive referrals, testimonials, case studies, and product requests from your portfolio Minimum Requirements 🔍 • Ability to work U.S. hours Monday-Friday • 1 or more years of experience working as a Customer Success Manager or a related role in ecommerce • Self-starter, independent work ethos, able to work virtually with various team members across multiple locations • Ability to work in a dynamic, fast-moving environment and switch gears as necessary • Strong problem-solving skills to quickly understand, assess, and address customers’ challenges and effectively remediate • Growth mindset with drive and ability to consistently improve knowledge and abilities for you and your team Preferred Qualifications 🚀 • 2+ years of experience working as a customer success manager or a related role in ecommerce • Experience in shipping protection, sustainability, or returns • Experience integrating or working with ERP’s and 3PL’s • Experience working with the Shopify Platform (either as a merchant or a technology provider) • Experience managing a wide range of revenue by customer ShipInsure Benefits 🎉 • $35-50k Base Salary • Series A Equity • Unlimited PTO • Flexible hours • Remote-first environment • Periodic days of rest, where the entire company enjoys a day off! • Proactive, collaborative company culture with a shared vision for post-purchase experiences!