Customer Success Manager – WMS, TMS

ShipHawk

. Serve as a strategic point of contact for a portfolio of ShipHawk customers.

Posted 9/17/2026full-timeRemote • United StatesMid-LevelSenior💰 $85,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and account management, with a strong focus on driving product adoption and maximizing business value. Proficient in managing complex customer relationships and projects, while effectively collaborating across technical and non-technical teams.

Highest-signal resume keywords

Customer Success ManagementProject ManagementCommunication SkillsUpsell and Cross-Sell StrategiesWarehouse Management Systems (WMS)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementSaaS ImplementationProject ManagementOperational WorkflowsData IntegrationTechnical Requirements AnalysisEcommerce SolutionsSupply Chain OperationsFulfillment OperationsLogistics Management

Soft Skills

Organizational SkillsProblem-SolvingPresentation SkillsFollow-ThroughCollaboration

Tools & Technologies

Transportation Management Systems (TMS)Enterprise Resource Planning (ERP)Order Management Systems (OMS)Operational Software

Industry Keywords

B2B SaaSCustomer RetentionAccount ManagementCustomer Needs AssessmentTechnical Curiosity

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Experience with Warehouse Management Systems (WMS), Transportation Management Systems (TMS), ERP, OMS, ecommerce, or other operational software is nice to have.
Experience in logistics, fulfillment, supply chain, warehouse operations, or ecommerce is nice to have.
Previous experience implementing SaaS or enterprise software is nice to have.
Experience managing customer projects involving integrations, configuration, data, or technical workflows is nice to have.
Experience carrying or contributing to expansion, upsell, cross-sell, renewal, or NDR targets is nice to have.
Experience working with mid-market or enterprise customers is nice to have.

Benefits

Comp & perks

Competitive base salary plus performance-based variable compensation
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