ShipHawk

Customer Success Manager

• Serve as a strategic point of contact for a portfolio of ShipHawk customers.
• Develop understanding of customers’ businesses, fulfillment operations, goals, technical environments, and growth plans.
• Drive product adoption and maximize operational and business value from ShipHawk.
• Identify customer risks, blockers, underutilization, and develop action plans.
• Lead customer conversations, business reviews, and strategic planning discussions.
• Own customer retention and proactively manage accounts toward successful renewal.
• Identify upsell and cross-sell opportunities and connect customer objectives to ShipHawk solutions.
• Partner with Account Management on complex commercial opportunities, pricing, proposals, and contracts.
• Manage multiple customer initiatives, priorities, timelines, action items, and follow-through.
• Coordinate cross-functional resources and maintain documentation of customer goals, issues, commitments, decisions, and next steps.
• Develop understanding of warehouse, fulfillment, shipping, ecommerce, and supply chain operations.
• Discuss workflows, integrations, configuration, operational processes, and technical requirements.
• Translate technical concepts into clear business outcomes.
• Collaborate with Account Management, Professional Services, Support, Product, and Engineering.
• Surface customer needs and product gaps and provide structured feedback to Product and leadership.
• Help customers transition successfully from implementation into ongoing Customer Success.

Customer Success Manager – WMS, TMS