E-commerce Fulfillment Customer Success Manager

• Job Title: E-commerce Fulfillment Customer Success Manager
• Reports To: Director of Operations
• Classification: Full-Time, Hybrid, Exempt
• Compensation: $55,000-$61,000, Health, dental, and vision insurance, Paid time off (PTO), holidays, and parental leave, 401(k) or retirement savings plan
• Location: Houston, TX

• Company Overview

Our company is a customer-focused third-party logistics provider specializing in e-commerce fulfillment for high-growth brands. We help online businesses scale by offering fast, reliable, and tech-enabled warehousing and shipping solutions tailored to the unique demands of modern commerce. Our mission is simple: to empower our clients to thrive by delivering world-class fulfillment with a human touch. With deep operational expertise, transparent communication, and a culture of continuous improvement, we serve as a true extension of the brands we support.

• Job Summary

As E-commerce Fulfillment Customer Success Manager, you’ll be responsible for managing all of our clients (over 150), ensuring exceptional onboarding, operational performance, and long-term satisfaction. You’ll advocate for your clients internally, drive KPIs, and help build lasting partnerships that grow our reputation as a trusted fulfillment partner.

• Requirements & Qualifications to Get Job
  • 3+ years of experience in customer success, account management, or client services—preferably in a 3PL, logistics, or e-commerce environment.
  • 1+ years of experience in managing customer service teams
  • Deep understanding of e-commerce fulfillment workflows, technologies, and service expectations.
  • Proficiency in WMS systems and e-commerce platforms (e.g., Shopify, Amazon, TikTok Shop).
  • Outstanding communication skills which build rapport, manage expectations, and navigate ambiguity.
  • Strong data-driven mindset with experience analyzing KPIs and implementing process improvements.
  • Demonstrated ability to manage multiple accounts and projects in a high-volume, deadline-driven setting.
  • 18 years or older and legally authorized to work in the U.S.
  • Able to communicate in English
  • High school diploma / GED
  • Wear personal protective equipment (PPE), including but not limited to: eye & hearing protection, gloves, steel-toed boots, hard hat, and flame-retardant work clothes, etc.
  • Able to lift up to 25 lbs. & work in varying environmental conditions (heat, dust, noise, vibration, humidity).

• Preferences to Get Job
  • Hands-on experience with Extensiv and Freshdesk (strongly preferred)

• What you do on Job
  • Lead onboarding and integration efforts, including WMS setup, Application Programming Interface connections, and operational alignment.
  • Develop and maintain customized SOPs for each client to ensure process clarity and alignment.
  • Serve as the daily point of contact for client inquiries, updates, and escalations.
  • Monitor fulfillment KPIs (order accuracy, shipping times, inventory health, returns) and drive continuous improvement efforts.
  • Conduct routine client health checks, performance reports, and strategic business reviews.
  • Identify upsell or cross-sell opportunities and collaborate with Sales to expand account value.
  • Partner with Operations, Tech, and Inventory teams to ensure seamless execution and issue resolution.
  • Maintain and track support tickets through platforms such as Freshdesk.
  • Stay current on e-commerce trends, platform updates, and fulfillment best practices.
  • Follow all company safety policies and procedures.
  • Assist other processes as directed by the supervisor.

We are an equal opportunity employer and comply with all applicable federal, state, and local employment laws, including those related to nondiscrimination, disability accommodations, and workplace safety. Qualified candidates of all backgrounds are encouraged to apply.

For best results, please email support@callthecolonel.com with a copy of your resume.