SENIOR DIRECTOR, MERCHANT SUCCESS

ShipBob
Full-time
Remote - United States
$173,077 - $288,461
Posted on 24 days ago

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