Note: The job is a remote job and is open to candidates in USA. ShipHawk provides Warehouse Management System (WMS) and Transportation Management System (TMS) solutions that help businesses automate and optimize warehouse and shipping operations. The Technical Customer Success Manager serves as a technical advisor to customers, owning technical relationship health through troubleshooting, workflow optimization, platform adoption, root-cause analysis, and cross-functional collaboration.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- Strong technical aptitude and the ability to quickly become an expert in complex software platforms
- 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 working with WMS, TMS, supply chain, logistics, ecommerce, or fulfillment technology strongly preferred
- Experience with ERP systems, EDI, APIs, or system integrations is a plus
- Bachelor's degree preferred, or equivalent relevant experience
Benefits
- 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
Company Overview