Customer Success Manager – WMS, TMS

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $85k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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ShipHawk

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

💼 Consulting

🛍️ eCommerce

💰 Debt Financing on 2021-11

Logistics • Consulting • eCommerce

ShipHawk is a company that specializes in providing advanced warehouse management systems (WMS) and shipping software solutions. They offer a range of features including receive, putaway, and cross-docking, pick optimization, cycle counting, and integrations with major ERP systems like NetSuite, Acumatica, Infor, Microsoft Dynamics, Sage, and SAP. ShipHawk's solutions aim to optimize packing and shipping processes for eCommerce, enabling businesses to achieve shipping rate optimization and shipping data analytics. Their robust APIs and integrations help automate fulfillment processes, improve inventory accuracy, and increase the efficiency of warehouse operations. ShipHawk's software is designed to scale with businesses, providing tools that are typically accessible only to large companies, and helping them turn shipping into a strategic advantage.

📋 Description

• 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

• 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

• 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