Senior Manager, Merchant Success

New

Remote - UKFull-TimeManager

Salary not disclosed

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Job Details

Experience managing and developing high-performing Success or Account teams.
Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence.
Able to translate strategy into operational execution and measurable outcomes.
Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations.
Supporting mid-market or enterprise customers.
Sound business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.
Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.

Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s strategic 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, risk mitigation, margin health, and measurable customer experience outcomes.
Support and guide negotiations, renewals, and escalated conversations with executive stakeholders.
Partner cross-functionally to shape customer strategies and steer execution across Operations, Product, and Revenue.
Guide your team in building strategic success plans, business reviews, and executive engagement plans.
Act as senior escalation point and coach MSMs to manage service recovery and clear stakeholder communication.
Oversee credit escalations and margin considerations with sound commercial judgment.
Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement.

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