**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 Pay: $1,850,000 \- $2,785,000 per hour Expected hours: 40 – 50 per week