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ShipBob · 3 weeks ago

Senior Manager, Merchant Success

United States

Full-time

Remote

Senior Level

$115K/yr - $192K/yr

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants. The Senior Manager, Merchant Success will lead a team of Merchant Success Managers, driving customer outcomes through proactive consultation and operational excellence to ensure merchants succeed as they scale through omnichannel growth.

E-CommerceLogisticsMobileSaaSShippingSupply Chain Management

Growth Opportunities

Responsibilities

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

Qualification

Customer SuccessAccount ManagementEcommerce OperationsSupply ChainLogisticsBusiness AcumenTeam DevelopmentHigh-Performance CultureExecutive CommunicationNegotiation Skills