Job Description
SaaS Customer Success Manager
Customer Success Manager
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.
As we grow, we’re looking for a Customer Success Manager to ensure customers fully adopt and realize value from ShipHawk’s products while delivering an exceptional end-to-end customer experience.
Role Overview
The Customer Success Manager (CSM) is responsible for customer satisfaction, product adoption, and retention across an assigned portfolio of ShipHawk customers. You will serve as a trusted advisor to operations and logistics leaders, ensuring their WMS and TMS environments are delivering measurable results.
This is a post-sale success role focused on relationship management, enablement, customer retention, and value realization. While Account Managers own renewals and expansion (upsell/cross-sell), you will partner closely with them to maintain strong account health and identify growth opportunities.
What You’ll Do
- Own day-to-day customer relationships and serve as the primary post-implementation point of contact
- Drive adoption, usage, and overall satisfaction across ShipHawk’s WMS and TMS products
- Lead onboarding support, training, and success planning
- Conduct regular check-ins, business reviews, and health assessments
- Proactively identify risks and develop action plans to improve retention
- Partner with Account Managers on renewals, expansion strategy, and account planning
- Coordinate with Support, Product, and Engineering to understand requirements, resolve issues, and advocate for customer needs
- Translate customer goals into measurable outcomes and success metrics
- Monitor usage data and customer KPIs to guide engagement
- Maintain accurate account notes and health status in CRM/CS tools
What You Bring
- 3–6+ years in Customer Success, Implementation, or Account Management within SaaS.
- Strong relationship management and consultative skills
- Experience working with operational or technical stakeholders
- Ability to manage multiple accounts and priorities simultaneously
- Excellent communication, organization, and problem-solving skills
- Comfort analyzing data to drive customer outcomes
Nice to Have
- Experience in logistics, supply chain, warehouse, or E-commerce technology
- Familiarity with WMS, TMS, ERP, or shipping systems
- Implementation or onboarding experience
- Startup or high-growth SaaS environment experience
Success in This Role Looks Like
- High customer satisfaction (CSAT/NPS)
- Strong product adoption and engagement metrics
- Proactive risk mitigation and high retention rates
- Smooth partnership with Account Managers on renewals and growth
- Customers who view you as a trusted advisor for their fulfillment operations
Why ShipHawk
- High-impact role supporting mission-critical logistics software
- Collaborative AM/CS team with clear ownership boundaries
- Competitive compensation and benefits
- Equity participation
- Flexible and remote-friendly environment
What we Offer:
- Payrange: $75,000 - $100,000
- Fully paid Medical, Dental, Vision Insurance
- 401k
- Life Insurance
- Stock Options
- Unlimited PTO & Flexible Schedule
- 11 Paid Holidays
- Paid Leave
ShipHawk is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind and welcome applicants from all backgrounds.
