Technical Customer Success Manager

Technical Customer Success Manager

Department: Customer Success
Reports To: Director of Account Management & Customer Success
Location: Remote — United States

About ShipHawk

ShipHawk is transforming how modern businesses manage fulfillment. Our software helps high-volume retailers, manufacturers, and ecommerce companies automate and optimize warehouse and shipping operations through powerful Warehouse Management (WMS) and Transportation Management (TMS) solutions.

We build technology for complex, real-world logistics environments where speed, accuracy, and reliability matter. Our team is highly collaborative, customer-focused, and committed to solving difficult operational problems with simple, scalable solutions.

About the Role

ShipHawk is looking for a Technical Customer Success Manager (TCSM) to serve as a platform expert and trusted technical advisor to our customers.

This role goes beyond traditional customer support. You’ll become a technical authority on how ShipHawk’s WMS and TMS solutions should be configured, optimized, and operated within real warehouse environments.

You’ll work directly with customers through live technical calls, system reviews, workflow troubleshooting, and optimization sessions to help them get maximum operational value from ShipHawk.

You’ll own the technical health of the customer relationship — not simply respond to tickets. You’ll proactively identify risks, solve complex problems, improve workflows, drive platform adoption, and help customers scale successfully.

This is an ideal role for someone who combines technical aptitude, operational thinking, and strong customer-facing communication skills.

What You’ll Do

Own the Technical Customer Relationship

• Serve as the primary technical advisor for assigned customer accounts.
• Build trusted relationships with warehouse operators, system administrators, and customer leadership.
• Lead technical troubleshooting sessions, workflow reviews, and optimization calls.
• Translate operational challenges into practical ShipHawk solutions.
• Proactively identify technical risks, configuration improvements, and efficiency opportunities.
• Surface technical churn signals early and clearly to the account owner.

Become a ShipHawk Platform Expert

• Develop deep expertise across ShipHawk's WMS and TMS solutions.
• Advise customers on configuration, workflows, and platform best practices.
• Support advanced use cases, integrations, and complex operational scenarios.
• Partner with Product and Engineering to investigate and resolve escalated issues.
• Validate proposed solutions with a focus on reliability and operational impact.

Drive Adoption & Optimization

• Help customers get more value from the ShipHawk platform over time.
• Drive adoption of new features and capabilities.
• Deliver tailored technical enablement and training.
• Identify underutilized functionality and opportunities to improve workflows.
• Support the rollout of new modules, functionality, and customer expansions.

Solve Complex Problems at the Root Cause

• Own complex technical issues from diagnosis through resolution.
• Look beyond individual incidents to identify and eliminate systemic problems.
• Maintain clear, precise technical records and documentation.
• Contribute solutions and learnings to ShipHawk's internal knowledge base.
• Ensure customers receive timely, accurate, and actionable technical communication.

Collaborate Across ShipHawk

• Partner closely with Customer Success Managers to strengthen customer health and retention.
• Support Account Managers with the technical aspects of expansion opportunities.
• Serve as a technical voice of the customer to Product and Engineering.
• Translate recurring customer challenges into structured product feedback.
• Help improve internal processes, documentation, and customer-facing best practices.

How We’ll Measure Success

Success in this role includes:

• Fast, high-quality resolution of complex technical issues.
• Reduction in repeat technical incidents through effective root-cause analysis.
• Strong customer satisfaction and referencability.
• Increased adoption and effective use of ShipHawk functionality.
• Effective management of technical escalations.
• Proactive identification of technical risks and churn signals.
• Strong collaboration across Customer Success, Account Management, Technical Support, Product, and Engineering.

How the Role Fits Within the Customer Team

The Technical Customer Success Manager owns technical health, configuration, workflow optimization, complex technical problem-solving, feature requests escalated from Technical Support, and surfacing technical churn signals.

The Customer Success Manager owns the broader customer relationship, executive alignment, success planning, retention, and overall account strategy.

The Account Manager owns commercial expansion, including upsells, cross-sells, pricing, and contract negotiations.

Technical Support owns reactive, customer-raised support cases, including first response, resolution, the support queue, and associated SLAs.

Together, these teams provide customers with clear ownership across technical, strategic, support, and commercial needs.

What We’re Looking For

• Strong technical aptitude and the ability to quickly become an expert in complex software platforms.
• Experience working with WMS, TMS, supply chain, logistics, ecommerce, or fulfillment technology strongly preferred.
• Understanding of warehouse operations and fulfillment workflows.
• Experience configuring, administering, implementing, or supporting SaaS platforms in production environments.
• Strong troubleshooting, analytical, and systems-thinking skills.
• Ability to lead technical conversations confidently with customers.
• Ability to translate complex technical concepts into clear, practical guidance.
• Experience collaborating with Product and Engineering teams.
• Excellent written communication and technical documentation skills.
• Experience with ERP systems, EDI, APIs, or system integrations is a plus.
• Bachelor's degree preferred, or equivalent relevant experience.

You’ll Thrive Here If You Are

• Customer-focused: You care about solving the customer's actual operational problem, not simply closing a ticket.
• Technically curious: You want to understand how and why systems behave the way they do.
• A systems thinker: You look for root causes and scalable solutions rather than temporary fixes.
• Calm under pressure: You can confidently lead customers through complex or high-impact technical situations.
• Detail-oriented: You value specificity, accuracy, and strong documentation.
• Proactive: You identify risks and opportunities before they become urgent problems.
• Collaborative: You work effectively across Customer Success, Support, Product, Engineering, and Sales.
• Adaptable: You are comfortable operating in a fast-moving environment where priorities evolve as we grow.

Why ShipHawk?

At ShipHawk, your work has a direct impact on how businesses move products to their customers. Our technology sits at the center of real-world warehouse and fulfillment operations, which means the problems we solve are tangible, complex, and meaningful.

You’ll join a team where you can:

• Make a visible impact. Your work directly affects customer operations, retention, and growth.
• Solve meaningful technical problems. Work on complex logistics challenges where the right solution can materially improve a customer's operation.
• Build deep expertise. Develop valuable knowledge across WMS, TMS, fulfillment, integrations, and supply chain technology.
• Work across the business. Collaborate directly with customers and with ShipHawk's Customer Success, Product, Engineering, Support, and commercial teams.
• Help shape how we scale. We're building the processes and systems that support ShipHawk's next stage of growth, and you'll have the opportunity to influence how we do it.
• Work remotely. This position is fully remote within the United States.

Compensation & Benefits

The anticipated base salary range for this position is 75,000 - 95,000 per year, depending on experience, skills, qualifications, and location.

ShipHawk offers a competitive benefits package designed to support our employees both at work and outside of it, including:

• Comprehensive medical, dental, and vision coverage
• 401(k) retirement plan
• Flexible/unlimited PTO
• Paid sick leave
• Remote-first work environment
• Employee wellness benefits
• Opportunities for professional growth and development

Ready to help customers build better fulfillment operations?

Join ShipHawk and become a trusted technical partner to the businesses using our technology every day.

Equal Employment Opportunity

ShipHawk is an equal opportunity employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

ShipHawk is committed to building an inclusive workplace where everyone is treated with respect and has the opportunity to succeed.