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.

Customer Success Manager – WMS

Key skills