Customer Success Manager – WMS, TMS

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a strategic liaison for a portfolio of ShipHawk clients.

• Cultivate a deep understanding of clients’ businesses, fulfillment operations, objectives, technical environments, and growth strategies.

• Promote product usage and optimize operational and business value derived from ShipHawk.

• Identify customer risks, obstacles, and underutilization, and create action plans accordingly.

• Facilitate client discussions, business evaluations, and strategic planning sessions.

• Take ownership of customer retention and actively manage accounts to ensure successful renewals.

• Recognize upsell and cross-sell possibilities, aligning customer goals with ShipHawk solutions.

• Collaborate with Account Management on intricate commercial opportunities, pricing, proposals, and contracts.

• Oversee multiple customer initiatives, priorities, timelines, action items, and follow-through.

• Coordinate cross-functional teams and maintain documentation related to customer goals, issues, commitments, decisions, and next steps.

• Develop insights into warehouse, fulfillment, shipping, e-commerce, and supply chain operations.

• Discuss workflows, integrations, configurations, operational processes, and technical specifications.

• Convert technical concepts into clear business results.

• Work in tandem with Account Management, Professional Services, Support, Product, and Engineering teams.

• Identify customer needs and product deficiencies, providing structured feedback to Product and leadership teams.

• Assist customers in transitioning successfully from implementation to ongoing Customer Success.

⛳️ Requirements

• 3+ years of experience in Customer Success, SaaS implementation, project management, account management, or a comparable customer-facing B2B SaaS role.

• Proven track record of managing complex customer relationships or projects.

• Strong skills in project and workload management with the capacity to handle multiple clients, priorities, and workstreams simultaneously.

• Demonstrated ability to proactively identify issues, formulate action plans, and drive resolutions.

• Excellent customer-facing communication and presentation abilities.

• A commercial mindset with comfort in identifying upsell, cross-sell, or expansion opportunities.

• Aptitude for uncovering customer needs and connecting them to suitable products, services, or solutions.

• Exceptional organizational skills and reliable follow-through.

• Technical curiosity and the capacity to quickly grasp complex software and operational workflows.

• Ability to collaborate effectively across both technical and non-technical teams.

• Comfortable working independently in a dynamic environment where processes are continually evolving.

• Experience with Warehouse Management Systems (WMS), Transportation Management Systems (TMS), ERP, OMS, e-commerce, or other operational software is a plus.

• Background in logistics, fulfillment, supply chain, warehouse operations, or e-commerce is advantageous.

• Prior experience implementing SaaS or enterprise software is preferred.

• Experience managing customer projects that involve integrations, configurations, data, or technical workflows is beneficial.

• Experience contributing to expansion, upsell, cross-sell, renewal, or NDR targets is advantageous.

• Familiarity with mid-market or enterprise customers is a plus.

🏝️ Benefits

• Competitive base salary accompanied by performance-based variable compensation.

• Fully remote work opportunity within the United States.

• Comprehensive medical, dental, and vision insurance.

• 401(k) retirement savings plan.

• Flexible and unlimited paid time off (PTO).

• Paid company holidays.

• Wellness and lifestyle benefits.

• Opportunities for professional growth and development.

• A collaborative, fast-paced environment that offers meaningful ownership and avenues for career advancement.