Client Success Manager, ShipSquared
Location: Remote, Latin America
Hours: Full overlap with US Central business hours, with on-call coverage for urgent client issues
Reports to: Zak Jones, Co-Founder and CEO
Team: You’ll lead our offshore Client Success Specialist team
Type: Full-time, exclusive independent contractor, paid in USD via Payoneer
About ShipSquared
ShipSquared is an AI-powered supply chain company based in Dallas, Texas. One of our divisions is a US 3PL and fulfillment operation with two locations in Dallas, expanding coast to coast. We also run freight forwarding and product sourcing for brands worldwide. Most of our fulfillment clients are DTC brands on Shopify, with some Amazon and wholesale. We run our own client portal, Warehance as our WMS, and a growing team of AI agents that read client channels, check the warehouse system, and flag work for people to act on.
The role
You own the client experience after a brand signs. You run the Client Success team, own every client ticket and order issue until it’s closed, and you’re the person our clients know and trust. You keep inventory honest, get new clients shipping fast, and turn repeat problems into SOPs and automations so they don’t come back.
You make the calls. Your team executes. Only true exceptions (pricing, contracts, portal changes, security) go up to the CEO.
This is hands-on. You’ll be in Warehance, Shopify, our portal and carrier sites yourself every day, not only managing people who are.
What you’ll own
Client relationships: Be the named contact for every fulfillment client. Run quarterly business reviews on video. Deliver bad news early and honestly. Spot churn signals and act before you lose the account.
Onboarding: Own go-live from signed contract to first shipment: store connection, SKU and barcode setup, packing rules, inbound labeling, first receiving. Every client rule gets written down and built into the system.
Integrations: Own Shopify store health: order import, inventory sync, tracking push to Shopify and Amazon, location mapping. Build Shopify Flow automations with clients. Know when it’s an integration issue versus a portal bug.
Inventory: When a client says “your stock number is wrong,” you get them a clear, documented answer. Reconcile WMS, portal and Shopify at the SKU level. Drive cycle counts and audits with the warehouse.
Lot codes and expiration dates: Own lot and batch tracking and FEFO picking for supplements, cosmetics and food-adjacent clients.
Barcoding and labeling: Own UPC, SKU label, FNSKU and FBA relabeling standards. Enforce inbound labeling with clients and their suppliers.
WMS audits: Run a regular audit cadence in Warehance and make sure every automated flag gets an owner and a fix. Lead larger audits when something goes wrong across many orders.
Tickets and escalations: Own the Client Success queue end to end. Make fault decisions on lost, damaged, missing and wrong-item issues using packing video, scan photos and carrier tracking. Own holds, cancels, address fixes, reships, returns and claims.
Team leadership: Manage the offshore team day to day. Own training, run weekly ticket QA, write SOPs, coach clear written English, and hire as we grow.
Warehouse partnership: Be the bridge between clients and the Addison floor. Turn client asks into clear tasks for warehouse ops and push errors to a root-cause fix, not just a reship. You’ll learn our pick, pack, sort and label process through live video walkthroughs with our Operations Manager.
AI agents: Direct our CS bots, review what they flag, correct them when they’re wrong, and write the playbooks they follow. A bot flag is a lead, not a fact. Use AI every day for drafting, summarizing and analysis.
Requirements
At least 3 years in client success, account management or operations at a 3PL. Ecommerce DTC fulfillment strongly preferred.
At least 2 years leading a team, ideally including remote or offshore staff.
Comfortable running client meetings and QBRs on video with US brand owners.
Works US Central time zone hours.
Fast learner. You’ll learn our portal, WMS and bot setup in weeks, not months.
AI-trained and comfortable using AI tools every day, directing AI agents and checking their output.
Strong written and spoken English. Clear, short, plain writing.
Hands-on with a WMS (Warehance, ShipHero, ShipStation, Extensiv or similar) and Shopify admin.
Comfortable with tracking and exceptions across UPS, USPS, FedEx, DHL and regional last-mile carriers.
Strong in spreadsheets: lookups, pivots, reconciling two lists of orders or SKUs.
Calm under pressure, honest with clients, and organized enough to close loops without reminders.
Reliable high-speed internet and a backup power or connection plan. You’ll work in a company-provided cloud desktop.
Nice to have
Warehance experience specifically.
Shopify Flow, Shopify bundle and returns apps, and Amazon Seller Central (FBA prep, FNSKU, tracking sync).
Lot and expiration tracking (FEFO) for supplements, cosmetics or food.
Carrier claims filing and proof of delivery requests.
Freight forwarding and inbound container basics (ASNs, packing lists, customs).
Experience managing a team in the Philippines.
SQL or basic scripting for reports.
Experience writing SOPs and training curricula.
Why this role
This isn’t a ticket-queue job. You’ll run client success for a growing 3PL, report directly to the CEO, and work with an AI agent setup most companies don’t have yet. For the right person, we pay top of market.
