Shipbobinc
Principal Merchant Success Manager
Remote - United States. Posted a month ago
The role
The Principal Success Manager manages and scales strategic merchant partnerships. This role blends account management, operations, and program leadership to drive growth and operational performance.
What you will do
- Serve as the primary program owner for top enterprise merchants.
- Conduct regular business reviews on-site and virtual.
- Partner with Operations leaders to track KPIs and resolve escalations.
- Run cross-functional initiatives including network expansions and process pilots.
- Drive executive-level engagement and build trusted relationships.
- Act as a liaison between merchants and fulfillment center leadership.
- Develop playbooks, SOPs, and reporting frameworks.
- Comply to all food safety and compliance policies and regulations.
- Perform additional duties and responsibilities as necessary.
Required qualifications
- 8+ years of experience in account management or program management in a supply chain/logistics role.
- Familiarity with fulfillment or warehouse operations.
- Track record of managing enterprise-level clients and building executive-level relationships.
- Ability to lead cross-functional projects through ambiguity.
- Business review and client-facing presentation experience at senior/executive levels.
- Ability to resolve escalations and negotiate solutions under pressure.
- Ability to communicate complex ideas clearly and persuasively.
- High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.
- Ability to travel up to 25% of the time.
Nice to have
- Direct project management experience, certifications and training
Benefits
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Paid Holidays & Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package
About the company
ShipBob is a global supply chain and fulfillment technology platform for SMB and Mid-Market ecommerce merchants. It is a fast-growing tech company headquartered in Chicago.