Senior Customer Success Manager — Growth & Retention (Remote)

ShipHawk; Northern (KY); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Fully remote work within the United St

Job summary

ShipHawk is seeking a Customer Success Manager to own the ongoing success and growth of a portfolio of customers using our WMS and TMS solutions.

You’ll combine strong customer relationship management with operational execution, technical curiosity, and commercial thinking to maximize value and expansion opportunities. You’ll collaborate with Account Management, Professional Services, Support, Product, and Engineering to ensure measurable outcomes and successful renewals.

Qualifications

• 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 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 to 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 ability to learn complex software and workflows.
• Ability to work across technical and non-technical teams.
• Comfortable operating independently in a fast-paced environment.

Responsibilities

• Serve as a strategic point of contact for a portfolio of ShipHawk customers.
• Develop a strong understanding of each customer’s business, fulfillment operations, goals, technical environment, and growth plans.
• Drive product adoption and help customers maximize value from ShipHawk.
• Proactively identify customer risks, blockers, and areas of underutilization and develop action plans to address them.
• Lead regular customer conversations, business reviews, and strategic planning discussions.
• Build strong relationships across customer organizations, from day-to-day users to executives.
• Own customer retention and proactively manage accounts toward renewal.

Skills

Customer Success

SaaS

Project management

Account management

Communication skills

Commercial mindset

Technical curiosity

Cross-functional collaboration

Independent work

Tools

WMS

TMS

ERP

OMS

Job description

ShipHawk is seeking a Customer Success Manager to own the ongoing success and growth of a portfolio of customers using our WMS and TMS solutions.

You’ll combine strong customer relationship management with operational execution, technical curiosity, and commercial thinking to maximize value and expansion opportunities. You’ll collaborate with Account Management, Professional Services, Support, Product, and Engineering to ensure measurable outcomes and successful renewals.