Customer Success Manager (WMS I TMS)

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 simu