Senior Manager, Merchant Success
ShipBob
As a member of the ShipBob Team, you will...
- Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob.
- Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
- Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.
Location: Remote in these states: 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
Role Description:
ShipBob is looking for a Senior Manager, Merchant Success to lead our team of high-performing Merchant Success Managers who serve as strategic partners to ShipBob’s Enterprise and Upper Mid-Market customers operating across ecommerce and retail fulfillment channels. The Senior Manager will drive customer outcomes through proactive consultation, and operational excellence, ensuring our merchants succeed as they scale through omnichannel growth.
This leader will coach, develop, and enable a team focused on value realization, product adoption, and executive relationship expansion. You will guide your team through complex escalations, omnichannel requirements, margin health initiatives, and revenue expansion opportunities. The ideal candidate brings experience in customer success, supply chain, ecommerce operations, or a related commercial leadership role, with a track record of managing strategic accounts and building teams that consistently exceed targets. This role reports to the Director, Merchant Success.
What you’ll do:
- 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.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- 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.
Perks & Benefits:
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture is $115,496 - $192,493. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.
About You:
The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain.
Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).
About Us:
ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.
ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.