Customer Success Manager (WMS-Focused)
Location: Remote or Hybrid (U.S.)
Department: Account Management & Customer Success
Reports to: Director of Account Management & Customer Success
About ShipHawk
ShipHawk is a leading warehouse and fulfillment software platform that helps high-volume shippers automate packing, optimize shipping decisions, and streamline logistics operations. Our WMS and TMS solutions enable modern operations teams to ship faster, reduce costs, and scale with confidence.
Role Overview
We are hiring a Customer Success Manager with deep Warehouse Management System (WMS) experience to support and grow a portfolio of operationally complex customers.
This is not a generalist SaaS CSM role. You will work directly with warehouse operations, fulfillment, and logistics teams and must understand how WMS systems operate in real-world environments.
You will act as a trusted advisor to operators, ensuring customers fully adopt ShipHawk’s WMS and TMS solutions and achieve measurable operational outcomes.
What You’ll Do
- Own post-implementation relationships with customers operating WMS-driven fulfillment environments
- Drive adoption and optimization of ShipHawk’s WMS and TMS workflows (order routing, picking/packing, shipping logic)
- Lead discussions on warehouse operations, operator training, and success planning with a focus on warehouse processes
- Conduct business reviews tied to operational KPIs (throughput, pick/pack efficiency, shipping cost optimization)
- Proactively identify risks in customer operations and implement action plans to improve retention
- Partner with Account Managers on renewals and expansion opportunities grounded in operational value
- Act as the voice of the customer to Product and Engineering, especially around warehouse workflows and system integrations
- Translate customer operational goals into measurable system outcomes
- Analyze usage data and operational metrics to guide customer engagement
What You Bring (Required)
- 3–6+ years of experience working with Warehouse Management Systems (WMS) in a Customer Success, Implementation, Operations, or Account Management capacity
- Direct experience supporting or operating in warehouse, fulfillment, or logistics environments
- Strong understanding of core WMS workflows (receiving, inventory management, picking, packing, shipping)
- Experience working with operational stakeholders (warehouse managers, ops leaders, supply chain teams)
- Ability to diagnose issues in real-world warehouse processes, not just software usage
- Strong consultative and relationship management skills
- Ability to manage multiple complex accounts and priorities
Preferred Experience
- Experience with multi-node fulfillment, 3PLs, or high-volume eCommerce operations
- Familiarity with TMS, ERP, and carrier integrations
- Implementation or onboarding experience for WMS or logistics systems
- Experience in high-growth SaaS environments
Success in This Role Looks Like
- Customers achieve measurable improvements in warehouse efficiency and shipping performance
- Strong product adoption across WMS workflows, not just surface-level usage
- Early identification and mitigation of operational risks
- High retention and expansion driven by demonstrated operational value
- Customers view you as a trusted advisor for fulfillment and warehouse operations, not just software
Why ShipHawk
- High-impact role supporting mission-critical logistics and warehouse software
- Clear ownership model between Customer Success and Account Management
- Competitive compensation, equity, and benefits
- Flexible, remote-friendly work environment
AI Expectation
At ShipHawk, AI is infrastructure, not an experiment. Every role is expected to actively use AI tools to redesign workflows, automate repeatable tasks, and build scalable systems that increase impact.
Compensation & Benefits
- Pay range: $75,000 – $100,000
- Fully paid Medical, Dental, Vision
- 401k
- Life Insurance
- Stock Options
- Unlimited PTO & Flexible Schedule
- 11 Paid Holidays
- Paid Leave
Equal Opportunity
ShipHawk is an equal opportunity employer and welcomes applicants from all backgrounds.
