Manager, Merchant Success

The role

The Manager, Merchant Success will manage and develop a team of Merchant Success Managers. You will drive retention and expansion for strategic customer accounts through coaching, escalation management, and strategic account planning.

What you will do

• Directly manage a team of Merchant Success Managers to drive merchant growth, retention, and satisfaction.
• Coach the team to deliver value and ROI for customers.
• Set clear goals and expectations for the team.
• Hold regular 1:1s to develop account-based strategies.
• Seek understanding of customer pain points and champion solutions.
• Personally manage and coach team members on escalations.
• Make final decisions on credit amounts or applications.
• Develop understanding of ShipBob products and industry solutions.
• Retain and grow revenue for existing customers and own net retention rate.
• Run key initiatives for margin health with the team.

Required qualifications

• Experience managing and developing high-performing Success or Account teams.
• Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations.
• Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations supporting mid-market or enterprise customers.
• Strong business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.
• Ability to thrive in a high-growth, evolving environment with a bias toward action.

Benefits

• Health and Wellness Benefits Stipend
• WFH Phone/Internet Stipend
• Access to best-in-class AI and productivity tools from Day 1

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.