Job Description

ShipBob is seeking a Senior Director, Merchant Success to lead a team of supply chain experts serving strategic customers. This role focuses on scaling a high-performing team, delivering long-term value, and driving engagement, adoption, and advocacy within the Enterprise and Upper Mid-Market segments.

Responsibilities

• Oversee Enterprise and Upper Mid-Market Merchant Success teams
• Set vision and strategy for managing strategic accounts
• Foster a high-performance culture
• Coach and develop team leaders
• Monitor customer health metrics
• Build scalable frameworks and processes
• Partner with leadership and cross-functional teams
• Support complex escalations
• Inform product and policy changes
• Align team efforts with company goals

Requirements

• 10+ years of experience in Customer Success or Account Management
• Experience in logistics or e-commerce preferred
• Track record of exceeding targets
• Bias towards action and resilience
• Talent development skills
• Collaborative and cross-functional experience
• Executive-level communication skills
• Data-driven decision-making
• Customer-focused mindset
• Ability to travel up to 15%

Benefits

• No benefits