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.
About the Role
As a Customer Success Manager at ShipHawk, you’ll own the ongoing success and growth of a portfolio of customers using our WMS and TMS solutions.
This is not a purely relationship-focused Customer Success role. You’ll be expected to understand how your customers operate, identify opportunities to improve their use of ShipHawk, proactively solve problems, manage multiple customer initiatives, and recognize opportunities to expand our partnership through additional products, capabilities, and services.
The ideal candidate brings the organization and execution skills of a strong project manager, the customer orientation of a CSM, and the commercial instincts to identify and pursue expansion opportunities.
You’ll work closely with Account Management, Professional Services, Technical Support, Product, and Engineering to ensure customers realize measurable value from ShipHawk and continue to grow with us.
What You’ll Do
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
Customer Success Managers at ShipHawk are expected to think commercially and identify opportunities to grow our relationships with customers.
- 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.
How We’ll Measure Success
Success in this role will include:
- Gross Revenue Retention (GRR)
- Net Dollar Retention (NDR)
- Customer adoption and engagement
- Expansion opportunities identified and converted
- Customer health and risk management
- Successful renewals
- Execution and follow-through on customer commitments
- Customer satisfaction and relationship strength
What We’re Looking For
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.
Who Thrives in This Role
You may be a great fit if you:
- Naturally take ownership rather than waiting for someone else to drive the next step.
- Are highly organized and enjoy bringing structure to complex customer situations.
- Can move comfortably between strategic conversations and detailed execution.
- Are curious about how customers actually run their businesses.
- Enjoy solving operational problems and learning technical products.
- See commercial opportunities through the lens of customer value.
- Are comfortable recommending additional solutions when they genuinely solve a customer problem.
- Communicate proactively—even when the message is difficult.
- Hold yourself and others accountable for commitments.
- Enjoy working in an environment where you can help improve the way things are done.
What 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.
