Senior Manager, Merchant Success
ShipBob, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • Alabama, Arizona, California, Colorado, Florida, Idaho, Illinois, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $115,496 - $192,493 per year
Job Level
Senior
About the role
- Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s largest, strategic Upper Mid-Market accounts.
- Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement.
- Conduct regular 1:1s, pipeline/health reviews, coaching sessions, and career development planning.
- Own team performance across gross and net revenue retention, cross-sell pipeline influence, risk mitigation, and margin health.
- Support and guide negotiations, renewals, and escalated conversations with executive stakeholders.
- Partner cross-functionally to shape customer strategies and solutions across Operations, Product, and Revenue.
- Guide your team in building strategic success plans, business reviews, and executive engagement plans focused on delivering customer value.
- Act as senior escalation point and coach MSMs to improve resolution strategies and stakeholder communication.
- Oversee credit escalations and margin considerations with sound commercial judgment and alignment to ShipBob policies.
- Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement.
- Additional duties and responsibilities as necessary.
Requirements
- Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations—supporting mid-market or enterprise customers.
- Experience managing and developing high-performing Success or Account teams.
- Excellent business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.
- Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence.
- Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.
- Able to translate strategy into operational execution and measurable outcomes.
Benefits
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementSupply ChainLogisticsEcommerce OperationsP&L interpretationPricing strategyMargin analysisProcess implementationInsight-led engagement
Soft skills
CoachingTeam developmentHigh-performance cultureCollaborationContinuous improvementNegotiationExecutive communicationStrategic planningProblem-solvingAdaptability