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ShipBob · 5 days ago

Senior Director, Merchant Success

United States

Full-time

Remote

Director/Executive

$173K/yr - $288K/yr

10+ years exp

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants. They are seeking a Senior Director, Merchant Success to lead a team of supply chain experts in managing post-sale customer relationships and ensuring the satisfaction, retention, and growth of high-value customers.

E-CommerceLogisticsMobileSaaSShippingSupply Chain Management

Growth Opportunities

Responsibilities

Oversee the Enterprise and Upper Mid-Market Merchant Success teams, overseeing the satisfaction, retention, and growth of ShipBob’s highest-value customers

Set the vision and strategy for managing complex, strategic accounts, ensuring your team delivers proactive, consultative partnerships that drive retention, growth, and advocacy

Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement

Coach and develop leaders within your team, empowering them to manage C-suite relationships, navigate escalations, and deliver exceptional operational outcomes for our largest merchants

Monitor customer health metrics and guide your team in turning insights into actionable strategies that improve merchant experience and business results

Build frameworks and processes that enable your team to handle nuanced, one-off deals while translating those learnings into scalable programs and repeatable solutions

Partner with senior leadership and cross-functional teams to shape global operating models, ensuring consistency in engagement standards, playbooks, and performance expectations

Work with leadership peers to establish a unified, global operating model, ensuring consistent processes, playbooks, merchant engagement standards, and performance expectations that are aligned to the Global Merchant Success framework

Partner closely cross-functionally with various teams including Operations and Revenue to deliver a seamless experience for merchants

Directly support complex escalations, lending leadership oversight and team coaching to efficiently and effectively mitigate merchant risk

Inform and shape product, policy, and process changes by proactively identifying and advocating for both merchant and ShipBob needs and priorities

Additional duties and responsibilities as necessary

Qualification

Customer Success ManagementAccount ManagementTeam LeadershipLogistics ExperienceE-commerce KnowledgeStrategic PlanningData-Driven Decision MakingCollaborationCommunication SkillsProblem Solving

Required

10+ years of experience in Customer Success or Account Management, ideally within the logistics or e-commerce space

Demonstrated track record of exceeding targets and delivering exceptional commercial outcomes for your customers and organization

Known for having a bias towards action and being resilient, especially in high-growth, high-change environments

Skilled at developing talent and building high-performing, values-aligned teams that thrive on shared accountability

Naturally collaborative with a track record of working across functions to unlock value and improve customer outcomes

Calm and confident in the face of change; excellent at managing ambiguity and rallying teams through evolving priorities

Comfortable operating at the executive level with strong presence, credibility, and communication skills to C-suite conversations, strategic planning sessions, and high-stakes escalations

Decisive and thoughtful; demonstrate solid decision quality and use data to inform direction without getting stuck in analysis paralysis

Exceptional at planning and aligning team efforts with broader company goals—translating strategy into execution at scale

Deeply customer-focused, with an instinct for putting yourself in the merchant's shoes and advocating on their behalf

Comfortable influencing at every level of the organization, with strong executive presence and communication skills

Someone who delivers results through others, with a deep commitment to empowering teams, exceeding goals, and growing the business

Ability to travel up to 15%