Senior Manager, Merchant Success

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 the ability to interpret P&L impact, pricing levers, and margin considerations. Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence. Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement. Able to translate strategy into operational execution and measurable outcomes.

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.