Head Of Retention Jobs

Head of Retention - SaaS

About ShipperHQ and this position:

ShipperHQ is a startup headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 40+ team members spread across the US, the UK, Ireland, and Australia. 30+ members are based in Austin, TX. We are seeking an outgoing individual with a positive attitude that is willing to grow with the company.

The Head of Retention is part of the Customer Success and Sales teams, are responsible for handling escalated, sensitive, and configuration issues mostly related to keeping merchants from leaving ShipperHQ. They’re responsible for solving customer issues, asking usage questions, and making sure any feedback or escalations are routed to the appropriate team. The Head of Retention should contact, attempt to save, and get feedback on all customers looking to cancel their account as well as report on overall data for why customers are churning.

The Head of Retention will contribute in the following areas:

• Needs to be an open line of communication between Retentions, Support, and Account Management in regard to why customers are churning.
• Delivering accurate, valid, and complete information on ShipperHQ best practices using our suite of customer engagement tools.
• Serve as an escalation point and loop in other teams and resources to ensure an excellent client experience.
• Manage customers who are canceling or at risk of cancelation.
• Be responsible for retaining customers and resolving issues resulting in cancellations.
• Escalating customer issues to either a support team member or account manager to resolve issues related to cancellations.
• Monitor clients for escalation risks, upsell opportunities and feature requests.
• Be responsible for attaining revenue, both through expansion and retention, by actively participating within your team, ensuring as a group you are achieving your individual and team goals.

The ideal candidate has the following experience:

• Experience communicating with customers via email and over the phone.
• Experience in and knowledge of eCommerce and the eCommerce software landscape
• 3+ Years in a SaaS Account Management
• Experience with sales processes and funnel management
• Retention experience.

The ideal candidate has the following qualities:

• Comfortable and ready to have a conversation around revenue. We’re always on the lookout for upsell opportunities
• Critical thinker, you don’t just look at what we’re doing today but are constantly thinking about ways we can improve to supercharge our growth
• Highly motivated and willing to wear many hats, we’re a fast-paced startup and work as a team to support our growth, so you’ll often get tasks that aren’t directly related to your job function
• Enjoy getting technical, our salespeople aren’t engineers, but we are problem solvers and sometimes those problems can be very complex. Don’t expect to just read from a script.

This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. You will learn more at ShipperHQ in a year than you would in 3 years at other companies. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping.

Benefits and Perks:

• Work with a collaborative and motivated team with the ability to tie results in the organization directly to your actions.
• Maternity and Paternity Leave
• 401k Match
• 22 days PTO in addition to public holidays
• Medical, Dental, and Vision Insurance

Logistics:

• We are only considering candidates within the Austin area as this is a full-time position working out of our Austin, TX office 2 days a week
• Compensation is based on experience

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.

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