About the Position

Customer Success Manager (WMS/TMS)

Department: Customer Success

Reports To: Director of Account Management & Customer Success

Location: Remote – United States

About ShipHawk

ShipHawk is a leading provider of fulfillment software, helping high-volume retailers and ecommerce companies automate and optimize their warehouse and shipping operations. Our technology connects complex fulfillment workflows, giving customers greater efficiency, visibility, and control as they scale.

We’re looking for a Customer Success Manager who can combine strong customer relationship management with operational execution, technical curiosity, and commercial thinking.

Responsibilities

Own Customer Success & Retention

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.

Drive Customer Growth & Expansion

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 Customer Initiatives

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.

Become a Trusted Operational Partner

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.

Collaborate Cross-Functionally

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.

Requirements

Required

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 Have

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.

We Offer

Competitive base salary plus 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

Equal Employment Opportunity

ShipHawk is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider qualified applicants without regard to any characteristic protected by applicable law.

Customer Success Manager (WMS/TMS)

Job description