Technical Customer Success Manager – WMS

ShipHawk

Technical Customer Success Manager optimizing ShipHawk’s WMS/TMS fulfillment software. Advising US customers on configurations, integrations, troubleshooting, adoption, and warehouse workflows.

Posted 8/20/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in WMS and TMS solutions, with a strong ability to troubleshoot complex technical issues and provide practical guidance to customers. Proficient in collaborating with cross-functional teams to enhance platform adoption and optimize operational workflows.

Highest-signal resume keywords

WMS ExpertiseTMS ExpertiseTechnical TroubleshootingSaaS Platform SupportWarehouse Operations Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical AptitudeConfiguration ManagementSystems AdministrationRoot-Cause AnalysisTechnical Documentation

Soft Skills

Analytical SkillsCommunication SkillsCustomer Relationship ManagementCollaboration SkillsProblem-Solving Skills

Tools & Technologies

ERP SystemsEDIAPIsLogistics TechnologyFulfillment Technology

Industry Keywords

Supply ChainLogisticsEcommerceFulfillment WorkflowsTechnical Enablement

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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 to the account owner
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
Drive platform adoption and new feature usage
Deliver tailored technical enablement and training
Own complex technical issues from diagnosis through resolution
Identify and eliminate systemic problems through root-cause analysis
Maintain technical records and documentation
Contribute solutions and learnings to the internal knowledge base
Partner with Customer Success Managers on customer health and retention
Support Account Managers with technical aspects of expansion opportunities
Represent the technical voice of the customer to Product and Engineering
Improve internal processes, documentation, and customer-facing best practices

Requirements

What you’ll need

Strong technical aptitude and 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

Benefits

Comp & perks

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
Fully remote work within the United States