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Customer Success Manager

hace 3 semanas

Barranquilla, Atlántico, Colombia Shipcalm A tiempo completo

Job Description | Customer Success Manager

Summary

As the Customer Success Manager at ShipCalm, you will lead our Brand Operations team & be accountable for driving operational success, client satisfaction, & revenue growth across our customer portfolio. This position reports directly to the Executive Vice President of Operations. You will oversee a team of Heads of Operations & Account Support Specialists who execute ShipCalm's day-to-day service delivery.

This role requires a mix of strategic leadership, hands-on operational oversight, & strong cross-functional collaboration with Warehouse Operations, Digital Operations, Technology, & Accounting. Your team ensures each customer receives high-quality service, proactive support, & operational solutions that align with their growth goals.

ShipCalm is a leading third-party operations company committed to delivering seamless & innovative logistics solutions to businesses worldwide. Learn more about us at our website: .

Role Accountability & Functions

  • LMA (Lead, Manage, & Hold Accountable)
  • Exceptional Customer Experience & Satisfaction
  • Customer Revenue Growth
  • CalmScore Customer Tracking
  • QuickCalm Ticketing System
  • Client operational execution oversight

Essential Duties & Responsibilities

  • Supervise, coach, & develop Brand Ops team members to ensure high performance & consistent execution.
  • Develop strong client relationships, acting as a trusted partner & internal advocate for ShipCalm's 3PO model.
  • Directly manage high-impact customer accounts, driving engagement, operational adoption, & value delivery.
  • Serve as the senior escalation point for complex client or cross-functional operational issues.
  • Own strategic account alignment & lead business review cadences across ShipCalm's client portfolio.
  • Collaborate cross-functionally to improve execution across fulfillment, returns, inventory, & systems workflows.
  • Drive improvements in CalmScore, Net Promoter Score (NPS), & adherence to service SLAs.
  • Identify & support revenue growth opportunities through operational enablement & strategic insight.
  • Manage customer-facing communications related to outages, updates, & service-level changes.
  • Oversee invoice anomaly reviews & support root cause analysis with Finance & Operations.
  • Deliver reporting on client satisfaction, ticket trends, & operational performance to executive leadership.
  • Reinforce QuickCalm ticket hygiene, triage, & proactive resolution practices across the team.
  • Lead documentation improvements & facilitate knowledge sharing with internal teams & customers.
  • Run daily huddles, weekly meetings, & 1:1s to maintain team alignment & accountability.
  • Monitor client trends, volume shifts, & at-risk accounts to guide proactive interventions.
  • Ensure balanced workload distribution & clear role ownership across the Brand Ops team.
  • Report to work in a regular & timely manner.

Knowledge, Skills, & Abilities

  • Experience & Leadership
  • 5+ years in fulfillment, logistics, or eCommerce operations.
  • 2+ years of people management in fast-paced, client-facing environments.
  • Proven success leading cross-functional teams.
  • Operational & Technical Proficiency
  • Strong understanding of WMS/OMS platforms, ticketing systems, & CRMs.
  • High proficiency with Google Workspace, Slack, ClickUp, & HubSpot.
  • Familiarity with warehouse software & operational tooling is preferred.
  • Communication & Interpersonal Skills
  • Excellent written, verbal, & presentation communication skills in English.
  • Ability to interface with diverse stakeholders (marketers, technical teams, project managers).
  • Skilled in coaching, conflict resolution, & performance accountability.
  • Analytical & Strategic Thinking
  • Data-driven with experience in KPI metrics, reporting, & continuous improvement.
  • Strong operational judgment & attention to detail.
  • Solution-oriented mindset for solving complex client challenges.
  • Work Style & Execution
  • Strong organizational skills & ability to manage competing priorities.
  • Able to balance technical expertise with business acumen in a customer-centric role.
  • Education
  • Bachelor's degree in Business, Supply Chain, or related field (preferred).

Physical, Mental, & Environmental Demands

  • Working in a seated or standing position up to & exceeding eight (8) hours per day.
  • Using a calculator, mouse, & keyboard & viewing computer screens.
  • Using a telephone or virtual telephone via PC.

Schedule & Location

  • Schedule: This is a full-time position scheduled to work Monday-Friday, from 7:00am to 3:30pm Pacific time / 10:00am to 6:30pm Eastern time, subject to change by business demands.
  • Location: This position is remote-based.

Compensation

  • HOURLY RATE | $20.00 to $30.00/hour USD, DOE.

Job Type: Full-time

Expected hours: 40 – 50 per week

Application Question(s):

  • Are you able to work remotely for a U.S.-based company?

Experience:

  • people management: 2 years (Required)
  • logistics industry: 4 years (Required)

Language:

  • English (Required)