Senior Manager, Merchant Success

As a member of the ShipBob Team, you will... 

• Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
• Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI 

Role Description: 

ShipBob is looking for a Senior Manager, Merchant Success to lead our team of high-performing Merchant Success Managers who serve as strategic partners to ShipBob’s Enterprise and Upper Mid-Market customers operating across ecommerce and retail fulfillment channels. The Senior Manager will drive customer outcomes through proactive consultation, and operational excellence, ensuring our merchants succeed as they scale through omnichannel growth.  

This leader will coach, develop, and enable a team focused on value realization, product adoption, and executive relationship expansion. You will guide your team through complex escalations, omnichannel requirements, margin health initiatives, and revenue expansion opportunities. The ideal candidate brings experience in customer success, supply chain, ecommerce operations, or a related commercial leadership role, with a track record of managing strategic accounts and building teams that consistently exceed targets. This role reports to the Director, Merchant Success. 

What you’ll do: 

• 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.