Customer Success Enablement Lead

Job Description

A LITTLE ABOUT US Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention. THE ROLE Shippit is on a mission to make delivery seamless for retailers and their customers. As we continue to grow, we’re looking for a Customer Success Enablement Lead to help us scale our Customer Success operations and drive meaningful outcomes for our customers. In this pivotal role, you’ll work closely with the Head of Customer Success, a high-performing team of Customer Success Managers, and Revenue Operations to design and implement operational frameworks, optimise processes, and leverage data to unlock opportunities for growth, retention, and customer satisfaction. You’ll take ownership of customer segmentation, account planning, and the tools that power our Customer Success team, ensuring we deliver value at scale while maintaining a customer-first approach. If you’re passionate about enabling teams, operationalising insights, and driving efficiency, this is your opportunity to make a significant impact on how Shippit empowers retailers to deliver exceptional experiences. Join us and be part of shaping the future of last-mile logistics! DAY TO DAY As a Customer Success Enablement Lead at Shippit, you’ll play a key role in driving operational excellence and enabling our Customer Success team to deliver outstanding value to our customers. Working closely with our ANZ team, you’ll support our Customer Success Managers and ensure we’re scaling seamlessly while delivering on Shippit’s mission to make delivery seamless. Here’s what you’ll be doing: Design and Scale Customer Success Strategies: Develop and implement customer success strategies that enhance retention, growth, and satisfaction across all segments. Evaluate and scale Digital Success @Scale programs, automate workflows, and optimise processes to replicate best practices and improve operational efficiency. Enhance Account Planning and Segmentation: Own and refine the account planning framework in Salesforce, integrating customer data like product usage, carrier performance, and engagement trends, and manage transitions between high-touch Managed and scalable Digital Success @Scale programs. Uncover and Drive Revenue Opportunities: Build a dynamic heatmap of expansion and renewal opportunities, align customer health data with workflows, and create a library of “scaled plays” to support key moments in the customer lifecycle. Leverage Data and Insights: Maintain customer health scores, surface actionable insights in Salesforce, and automate ROI-driven value reports for customers while proactively identifying and mitigating churn risks. Empower and Enable the Team: Develop playbooks, deliver training, and refine processes to enable the Customer Success team to scale effectively and deliver seamless customer experiences. Collaborate and Align Cross-Functionally: Work with Data, RevOps, Sales, and Product teams to align customer success initiatives with product improvements, organisational priorities, and team goals. PREFERRED REQUIREMENTS Experience in CS Enablement or Operations: 3+ years in Customer Success, Sales, or Revenue operations, with a focus on designing and implementing processes that scale. Strong Analytical and Technical Skills: Proficiency in leveraging data insights to shape strategies, identify trends, mitigate risks, and use tools like Salesforce, Looker, Snowflake, or SQL. Exceptional Communication and Collaboration Skills: Ability to distill complex processes into clear playbooks, reports, and recommendations while working with cross-functional teams. Innovative Problem-Solving Ability: Fresh ideas to improve team efficiency, automate workflows, and deliver scalable solutions that drive customer success. Passion for Customer Success: Motivated by driving value for customers and enabling teams to deliver exceptional results. Experience in Customer Journey Mapping: Ability to analyse and optimise key moments in the customer lifecycle. This is your chance to directly impact how Shippit empowers online retailers to deliver exceptional customer experiences. If this sounds like you, we’d love to hear from you! LIFE AT SHIPPIT Flexible hybrid: ability to mix your working week between The Shippit office and your home office. We are all builders: we share our successes! Be rewarded with our Employee Share Option Plan. Family & paw friendly: generous parental leave policy and pet friendly office. Be healthy: Wellbeing Policy with strong focus on whatever makes you feel good from inside out. Enrich your life: travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year. Fuel your growth journey: Unlocking your potential with a blend of in person and online learning and development opportunities. Be comfortable: Casual Friday every day! We love to have fun: Team outings, weekly lunches, team events, loaded pantry and the list goes on… FEEL VALUABLE Join our high-performance culture at Shippit where you can make a difference. We’re on a mission that needs the right #goodhumans to help make ship happen! Shippit actively supports a diverse workforce at all levels of the company and we all embody the core values that make our business unique. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a workplace where everyone feels valued, respected and empowered to bring their authentic selves to work. Our mantra is to make ship happen, every single day. We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #6 Best Place to Work by AFR in 2023. It doesn’t stop there, we have a whole bunch of accolades we earned over the years which we are super proud of. Watch this - Culture at Shippit Our recruitment process - we don't like to complicate things Phone screening: nice and simple to start, let’s get to know each other. Hiring Manager Interview: impress your potential new Manager. Technical/ Functional Interview: let your skills do the talking. Values Interview: have you got what it takes to be a Shippster? Get in touch Let's create something extraordinary and make ship happen! We are a 2023 Circle Back Initiative Employer: we commit to responding to every applicant. #J-18808-Ljbffr