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ShipBob · 1 day ago

Merchant Success Strategy & Ops Manager

United States

Full-time

Remote

Mid, Senior Level

$102K/yr - $169K/yr

6+ 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 Merchant Success Strategy & Ops Manager to build, optimize, and scale the operational backbone that powers their Merchant Success Organization, ensuring that success teams have the insights, tools, and processes necessary for effective merchant engagement.

E-CommerceLogisticsMobileSaaSShippingSupply Chain Management

Growth Opportunities

Responsibilities

Build and maintain the reporting, dashboards, and workflows that help Merchant Success understand merchant health, identify risk, forecast renewals, and uncover expansion opportunities

Design processes and playbooks that standardize how the team manages renewals, pricing conversations, escalations, Success Plans, and Business Reviews

Stand-up repeatable programs that boost retention and proactive account movement, including merchant forecasting signals, churn prevention motions, and lifecycle engagement frameworks

Represent Merchant Success in the S&OP process by translating merchant-level insights, demand changes, and forecasting assumptions into inputs that guide internal planning decisions

Create simple and actionable tools and templates that reduce manual effort and give MSMs more time to focus on strategic, proactive merchant engagement

Partner closely with Enablement to ensure new processes are introduced with documentation, training, and clear expectations that support adoption and accountability

Oversee cross-functional alignment by coordinating initiatives that span Success, Operations, Product, Finance, and Support—ensuring ownership, timelines, and outcomes are clearly defined

Serve as the point person for process, tooling, and reporting questions from the Merchant Success team, reducing one-off requests and improving self-service

Elevate organizational visibility by producing consistent, data-backed narratives that inform leadership decisions, signal emerging risks, and highlight opportunities for growth

Own critical operational rhythms—including forecasting cadences, program tracking, and performance reviews—that keep teams focused, informed, and moving in the same direction

Take on additional projects that support Merchant Success maturity, operational efficiency, and merchant value creation as our organization scales

Additional duties and responsibilities as necessary

Qualification

Merchant Success OperationsData AnalysisProcess DesignForecastingCross-functional CollaborationGlobal MindsetProblem SolvingCommunication SkillsOwnership MindsetAdaptability

Required

6-7+ years of experience in merchant success/revenue operations or a similar role

You've worked directly with or alongside Customer Success or Revenue organizations, and you understand what it takes to retain and grow existing accounts in a recurring revenue model

You thrive in environments with ambiguity and enjoy building structure where none exists—creating clarity, order, and measurable outputs

You think in systems. You can zoom out to diagnose root causes and zoom in to build workflows, tools, and mechanisms that solve problems permanently

You're energized by data. You know how to pull insights from dashboards, spot signals, and turn trends into recommendations that drive action

You're a builder at heart—someone who'd rather design a scalable process than manage a broken one

Collaboration comes naturally to you, and you're skilled at working across functions to align priorities, unlock bottlenecks, and create operating models that work for everyone

You have a bias for action and the resilience to move forward even when direction isn't fully defined

You care deeply about improving the experience for internal teams and merchants, and you take pride in creating tools, processes, and programs that make others more effective