Location: Remote or Hybrid (U.S.)
Department: Account Management & Customer Success
Reports to: Director of Account Management & Customer Success
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 OverviewWe 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
- 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
- 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
- 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
- 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
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
ShipHawk is an equal opportunity employer and welcomes applicants from all backgrounds.
ShipHawk Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ShipHawk and has not been reviewed or approved by ShipHawk.
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Healthcare Strength — Benefits include medical, dental, vision, disability, life insurance, mental-health support, wellness programs, FSAs, and pet insurance, with explicit emphasis on heavy investment in medical coverage. A monthly wellness stipend further reinforces the health and wellbeing focus.
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Leave & Time Off Breadth — Time-off offerings span generous PTO, paid holidays and sick days, an unlimited vacation policy, and a company-wide shutdown for one week before New Year’s Eve. Additional leaves include bereavement and family medical leave.
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Flexible Benefits — Work arrangements include flexible schedules, hybrid options, and support for fully remote roles across time zones. Flexibility outside core hours and practical day-to-day perks support different working styles.
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What We Do
ShipHawk is a cloud-based shipping and fulfillment software that helps businesses save money, automate workflows, provide an on-brand buying experience, and run data-driven supply chains.
Why Work With Us
We are a team-first culture that lives by its company values and vision. Our vision is to level the playing field by empowering our team, protecting the environment and growing the bottom line.
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