About Us
At ShipStation, we are united by a passion to help businesses deliver, no matter their size, wherever they are, or how they operate. Our platform enables hundreds of thousands of businesses to mail and ship billions of items, over $200 billion worth, to recipients around the globe.
In Australia, we are the engine behind the country's leading retailers, streamlining logistics and scaling growth. Our ecosystem includes deep partnerships with Australia Post, Aramex, Shopify, BigCommerce, and more.
Our Values: Win as One. Delight Customers. Deliver Great Outcomes.
About The Role
The Customer Success Associate (CSA) is a proactive, commercially-minded protector of our merchant base. Unlike our Support team who handle incoming technical queries, you will look forward, using data and analytics to identify "at-risk" accounts and high-growth opportunities before the merchant even reaches out. You will leverage your platform expertise to find creative business solutions, improve shipping efficiency, and ensure every merchant is getting maximum ROI from ShipStation.
About The Team
The Sydney Customer Success team is focused on the long-term health and expansion of our local accounts. We aren't here to fix bugs; we are here to build resilient shipping strategies. We provide the expertise in logistics and software that helps businesses scale, ensuring ShipStation remains at the heart of their operations.
Primary Objectives
* Strategic Retention: Proactively identify and re-engage merchants showing signs of decreased shipping activity or shifting business needs.
* Portfolio Health: Regularly audit merchant accounts to ensure they are utilising the most efficient workflows for the Australian market.
* Revenue Protection & Growth: Identify accounts that would benefit from upgraded features or additional ShipStation services to support their expansion.
* Commercial Feedback Loop: Act as the voice of the Sydney market, providing the Sales and Product teams with insights on merchant trends and competitive threats.
What You'll Be Doing
* Data-Driven Outreach: Managing a high-impact portfolio by acting on "risk signals" and growth indicators from our internal dashboards.
* Business Reviews: Consulting with merchants to optimise their fulfilment strategy and carrier mix.
* Churn Prevention: Developing and executing "save" strategies for merchants considering alternatives, focusing on the unique value of the ShipStation ecosystem.
* Growth Identification: Spotting opportunities for merchants to scale their operations through ShipStation's advanced tools and partnerships.
* Cross-Functional Collaboration: Working alongside the Sydney Sales team and Support team to ensure a seamless, high-value merchant lifecycle.
What We Are Looking For
* Commercial Drive: You understand that success is measured by retention and growth, not just closing tickets.
* Proactive Mindset: You don't wait for the phone to ring; you look at the data and reach out with a solution first.
* Consultative Approach: You can talk to a business owner about their margins, shipping costs, and growth pains with confidence.
* Resilience: You thrive in a role where your goal is to turn "at-risk" situations into long-term success stories.
* Local Market Fluency: A strong understanding of the Australian e-commerce landscape and domestic shipping expectations.
What Will Make You Stand Out
* Experience in a Customer Success, Account Management, or Sales environment.
* Knowledge of the Australian retail ecosystem (Shopify, eBay, Australia Post, etc.).
* A background in e-commerce logistics where you've had to solve for "shipping as a business strategy."
The Tech
* CRM/Success: Salesforce / Planhat
* Reporting: Looker
* Communication: Slack / Google Workspace / Zoom