Job Description

ShipBob is seeking a Senior Manager, Merchant Success to lead a team of Merchant Success Managers serving Enterprise and Upper Mid-Market customers. This role focuses on driving customer outcomes, fostering team development, and managing strategic accounts to ensure customer success and growth through omnichannel fulfillment.

Responsibilities

• Manage, coach, and develop a team of Merchant Success Managers
• Foster a high-performance team culture
• Conduct 1:1s and performance reviews
• Own team performance across revenue retention and pipeline
• Support negotiations and renewals
• Partner cross-functionally with Operations, Product, and Revenue
• Guide strategic success plan development
• Act as a senior escalation point
• Oversee credit escalations and margin considerations
• Implement processes for proactive merchant engagement

Requirements

• Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations
• Experience managing and developing high-performing teams
• Strong business acumen and P&L understanding
• Ability to lead escalations and influence executives
• Thrive in a high-growth environment
• Ability to translate strategy into execution

Benefits

• No benefits