Job Description

About ShipDudes:

ShipDudes is a dynamic and fast-growing 3PL (Third-Party Logistics) company specializing in providing seamless fulfillment and shipping solutions for eCommerce businesses. Our mission is to help our clients streamline their operations and scale their business through our reliable and efficient logistics services. As we expand, we are looking for a Customer Success Manager to join our team and build lasting relationships with our customers.

Position Overview:

The Customer Success Manager at ShipDudes will be responsible for ensuring customer satisfaction, driving retention, and helping clients maximize the value of our services. You will work closely with the sales, operations, and technical teams to ensure a smooth onboarding process and continued success for our customers. The ideal candidate is customer-focused, results-driven, and thrives in a fast-paced, collaborative environment.

Compensation :

Competitive salary range of $70,000 - $85,000 per year, depending on experience.

Bonus potential based on customer satisfaction and retention KPIs.

Location : On-site (Las Vegas, Nevada)

Key Responsibilities:

• Customer Onboarding: Lead new customers through the onboarding process, ensuring a smooth and successful integration of ShipDudes' services.
• Account Management : Serve as the primary point of contact for assigned customers, managing relationships and ensuring client satisfaction.
• Customer Retention & Growth: Identify and address customer needs proactively, including upselling and cross-selling ShipDudes’ services to drive revenue growth.
• Performance Tracking : Monitor customer performance metrics, such as delivery times, fulfillment accuracy, and other KPIs. Address any operational issues that impact service delivery.
• Problem Resolution : Act as a liaison between customers and internal teams to solve issues related to shipping, inventory, or fulfillment.
• Customer Feedback: Collect and analyze customer feedback to provide insights for product/service improvements. Relay feedback to operations and sales teams to drive continuous improvement.
• Training & Education : Educate customers on best practices and provide training on using ShipDudes’ platforms and tools effectively.
• Collaboration: Work closely with internal teams (operations, sales, marketing) to ensure seamless service delivery and continuous improvement of customer experience.
• Renewals & Contracts : Manage customer renewals and contract negotiations, working to ensure long-term partnerships.

Qualifications:

• Experience : 5+ years of experience in customer success, account management, or a related field, preferably in logistics, eCommerce, or 3PL industries.
• Communication : Strong communication and interpersonal skills, with the ability to build rapport and foster strong relationships with customers.
• Problem-Solving: Ability to think critically and strategically to resolve customer issues and identify opportunities for improvement.
• Tech Savvy : Familiarity with customer success tools and CRM systems (experience with Salesforce, HubSpot, or other CRMs preferred).
• Data-Driven : Experience analyzing customer data and using KPIs to improve service and drive retention.
• Team Player : Collaborative, with a demonstrated ability to work cross-functionally across teams.
• Time Management : Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
• Customer-Centric: A genuine passion for helping customers succeed and a proactive approach to improving customer experience.

Preferred Qualifications:

• Experience working in the logistics, fulfillment, or eCommerce industry.
• Proven track record of managing and growing customer relationships.
• Knowledge of warehouse management systems and fulfillment processes.

Equal Employment Opportunity Statement:

ShipDudes is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected classification, in accordance with federal, state, and local laws, including the Nevada Fair Employment Practices Act.

Ban the Box:

ShipDudes complies with Nevada’s Ban the Box law. We do not inquire about criminal backgrounds during the initial stages of the hiring process. Background checks will only be conducted after a conditional offer of employment is made.

Disability Accommodations:

Applicants with disabilities who may need accommodations during the hiring process are encouraged to request them.

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