Senior Manager, Merchant Success
115496 - 192493 USD per year
Company:ShipBob, Inc.
Location: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
Languages:English
Skills:
LeadershipPeople ManagementCross-functional Team LeadershipOperations ManagementMentoringNegotiationCoachingAccount ManagementStakeholder managementCustomer Success
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 ability to interpret P&L impact, pricing levers, and margin considerations Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations Thrives in a high-growth, evolving environment with bias toward action and continuous improvement Able to translate strategy into operational execution and measurable outcomes
Responsibilities:
Directly manage, coach, and develop a team of Merchant Success Managers Foster a high-performance, people-first culture 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 Guide team in building strategic success plans, business reviews, and executive engagement plans Act as senior escalation point and coach MSMs on resolution strategies and communication Oversee credit escalations and margin considerations Identify, implement, and refine processes and playbooks for proactive merchant engagement
