Customer Success Manager (WMS I TMS)

Summary

ShipHawk provides fulfillment software that helps retailers and ecommerce companies automate and optimize warehouse and shipping operations. The Customer Success Manager will own the success, retention, and growth of a customer portfolio using WMS and TMS solutions, while managing initiatives, identifying expansion opportunities, and coordinating cross-functional teams.

Responsibilities

• Serve as a strategic point of contact for a portfolio of ShipHawk customers
• Develop a strong understanding of each customer’s business, fulfillment operations, goals, technical environment, and growth plans
• Drive product adoption and help customers maximize the operational and business value they receive from ShipHawk
• Proactively identify customer risks, blockers, and areas of underutilization and develop clear action plans to address them
• Lead regular customer conversations, business reviews, and strategic planning discussions
• Build strong relationships across customer organizations, from day-to-day users to operational and executive stakeholders
• Own customer retention and proactively manage accounts toward successful renewal
• Identify upsell and cross-sell opportunities based on customer needs, business growth, operational challenges, and product usage
• Discover new use cases where ShipHawk products, features, services, or capabilities can create additional customer value
• Connect customer business objectives to relevant ShipHawk solutions and clearly articulate the business value of expanding the partnership
• Proactively introduce relevant capabilities rather than waiting for customers to ask for them
• Partner with Account Management on larger or more complex commercial opportunities, pricing, proposals, and contract discussions
• Maintain visibility into expansion opportunities and next steps within your portfolio
• Balance commercial growth with long-term customer trust and measurable customer outcomes
• Manage multiple customer initiatives and priorities simultaneously, ensuring clear ownership, timelines, action items, and follow-through
• Coordinate cross-functional resources to move customer initiatives forward
• Maintain clear documentation of customer goals, open issues, commitments, decisions, and next steps
• Proactively follow up on outstanding actions and escalate risks before they become customer-impacting problems
• Develop action plans when initiatives or customer outcomes are off track
• Hold both internal teams and customers accountable for agreed-upon deliverables and timelines
• Develop a working understanding of warehouse, fulfillment, shipping, ecommerce, and supply chain operations
• Understand how ShipHawk’s WMS and TMS solutions fit into customers’ broader operational and technology ecosystems
• Become comfortable discussing workflows, integrations, configuration, operational processes, and technical requirements with customers and internal teams
• Translate technical concepts into clear business outcomes for customer stakeholders
• Ask thoughtful questions and diagnose the underlying business problem rather than simply responding to individual requests
• Partner closely with Account Management, Professional Services, Support, Product, and Engineering
• Bring the right internal stakeholders into customer conversations while maintaining clear ownership of the customer relationship
• Surface recurring customer needs, product gaps, and operational challenges internally
• Provide Product and leadership with structured customer feedback and business context
• Help ensure customers transition successfully from implementation into ongoing Customer Success

Skills

• 3+ years of experience in Customer Success, SaaS implementation, project management, account management, or a similar customer-facing B2B SaaS role
• Demonstrated experience owning complex customer relationships or customer projects
• Strong project and workload management skills with the ability to manage multiple customers, priorities, and workstreams simultaneously
• Proven ability to proactively identify problems, develop action plans, and drive issues through resolution
• Strong customer-facing communication and presentation skills
• Commercial mindset and comfort identifying upsell, cross-sell, or expansion opportunities
• Ability to uncover customer needs and connect them to relevant products, services, or solutions
• Strong organizational skills and disciplined follow-through
• Technical curiosity and the ability to quickly learn complex software and operational workflows
• Ability to work effectively across technical and non-technical teams
• Comfortable operating independently in a fast-paced environment where processes continue to evolve
• Experience with Warehouse Management Systems (WMS), Transportation Management Systems (TMS), ERP, OMS, ecommerce, or other operational software
• Experience in logistics, fulfillment, supply chain, warehouse operations, or ecommerce
• Previous experience implementing SaaS or enterprise software
• Experience managing customer projects involving integrations, configuration, data, or technical workflows
• Experience carrying or contributing to expansion, upsell, cross-sell, renewal, or NDR targets
• Experience working with mid-market or enterprise customers

Qualifications

Must Haves

• 3+ years of experience in Customer Success, SaaS implementation, project management, account management, or a similar customer-facing B2B SaaS role
• Demonstrated experience owning complex customer relationships or customer projects
• Strong project and workload management skills with the ability to manage multiple customers, priorities, and workstreams simultaneously
• Proven ability to proactively identify problems, develop action plans, and drive issues through resolution
• Strong customer-facing communication and presentation skills
• Commercial mindset and comfort identifying upsell, cross-sell, or expansion opportunities
• Ability to uncover customer needs and connect them to relevant products, services, or solutions
• Strong organizational skills and disciplined follow-through
• Technical curiosity and the ability to quickly learn complex software and operational workflows
• Ability to work effectively across technical and non-technical teams
• Comfortable operating independently in a fast-paced environment where processes continue to evolve

Nice to Haves

• Experience with Warehouse Management Systems (WMS), Transportation Management Systems (TMS), ERP, OMS, ecommerce, or other operational software
• Experience in logistics, fulfillment, supply chain, warehouse operations, or ecommerce
• Previous experience implementing SaaS or enterprise software
• Experience managing customer projects involving integrations, configuration, data, or technical workflows
• Experience carrying or contributing to expansion, upsell, cross-sell, renewal, or NDR targets
• Experience working with mid-market or enterprise customers

Benefits

• Performance-based variable compensation ($85,000 - $110,000 OTE)
• Fully remote work within the United States
• Medical, dental, and vision insurance
• 401(k) retirement plan
• Flexible / unlimited PTO
• Paid company holidays
• Wellness and lifestyle benefit
• Professional growth and development opportunities
• A collaborative, fast-moving environment with meaningful ownership and opportunity for career progression