SaaS Account Manager 

Job Title: SaaS Account Manager
Department: Account Management
Reports To: Director of Account Management

Location: Remote in Continental US or Hybrid in our Headquarters in Santa Barbara, CA

About the Role:

As a SaaS Account Manager at ShipHawk, you will play a pivotal role in ensuring the success of our customers by driving adoption, growth, and optimization of our platform. You will partner closely with cross-functional teams to advocate for customer needs, enhance customer satisfaction, and ensure that customers achieve their desired outcomes using ShipHawk’s WMS and TMS. Your primary focus will be on building long-term, productive relationships that maximize customer satisfaction and retention. By proactively managing and expanding your customer book of business, you will help drive revenue and foster loyalty throughout the entire customer lifecycle.

Key Responsibilities:

• Customer Success & Retention: Drive customer adoption and growth through a data-driven approach. Monitor key customer success metrics and ensure that customers achieve their desired outcomes, leading to long-term retention and satisfaction.
• Upselling & Cross-Selling: Actively identify and capitalize on upsell and cross-sell opportunities within your book of business to drive additional revenue, while managing a sales quota and achieving targeted growth goals.
  
  
• Cross-Department Collaboration: Act as a liaison between customers and internal teams, ensuring customer needs are clearly communicated and integrated into our products and services. Work with Sales, Product, Finance, and Engineering to resolve challenges and align customer goals with internal initiatives.
  
  
• Customer Advocacy: Advocate for customer needs by providing actionable insights and focusing on the business impact of customer requirements. Champion customer feedback and work to address issues with urgency and efficiency.
  
  
• Customer Education & Support: Provide world-class support and training to customers, ensuring they fully understand the platform’s value and capabilities. Offer guidance on best practices to help customers achieve their goals and maximize ROI.
  
  
• Escalation Management: Effectively manage escalations from your book of business, following a structured escalation process when necessary and ensuring that senior leadership is engaged when required.
  
  
• Customer Engagement: Regularly audit your customer base to ensure continued satisfaction and identify opportunities for deeper engagement. Build and maintain strong relationships, serving as a trusted advisor to your customers.
  
  
• SaaS Best Practices & Marketing Collaboration: Collaborate with the Marketing team to create content, collateral, and retention materials that improve the customer experience. Ensure that your customer interactions align with industry best practices for SaaS.
  
  
• Customer Insights: Track customer sentiment and performance through regular reporting and benchmarks. Ensure that your customer data is always accurate and up to date in systems such as Salesforce and Service Cloud.
  
  
• Reference & Advocacy: Foster relationships that encourage customer participation in case studies, testimonials, and reference programs, showcasing their success with ShipHawk.
  
  

Qualifications:

• Experience & Skills:
  
  
• 2+ years in a SaaS account management, customer support, or customer success role.
• Experience with WMS Systems or Warehousing Experience
• Proven success in driving customer retention and growth.
• Experience managing customer accounts, ideally with a quota or revenue responsibility.
• Ability to understand and communicate complex technical concepts to non-technical clients.
• Strong data-driven decision-making skills, with the ability to experiment and iterate based on insights.
• Excellent communication, presentation, and problem-solving skills.
  
  
• Personality Traits:
  
  
• A positive, gritty attitude with the ability to adapt in a fast-paced, startup environment.
• Highly organized with the ability to manage a large number of customer accounts simultaneously.
• Collaborative team player, with a commitment to supporting your colleagues and working towards collective success.
• Creative and independent thinker who proactively identifies opportunities for improvement.
• Curiosity and a commitment to continuous learning as ShipHawk’s product evolves.
  
  
• Education:
  
  
• Bachelor’s Degree in Logistics, Business, Engineering, Communications, Philosophy, or a related field.
  
  

Why ShipHawk?

At ShipHawk, we believe in empowering our employees to grow and succeed alongside our customers. We offer an inclusive, supportive environment where your contributions are valued, and your development is prioritized. As a member of our Account Management team, you’ll have the opportunity to work with innovative products and collaborate with passionate professionals who are committed to excellence.

What we Offer:

• Unlimited PTO & Flexible Schedule
• 11 Paid Holidays
• Paid Leave
• Fully paid Medical, Dental, Vision Insurance
• 401k
• Life Insurance
• Stock Options
• Pay range: $70,000 - $85,000 + Commission

ShipHawk is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind and welcome applicants from all backgrounds.