Manager, Merchant Success

ShipBob, Inc.; Australia; Remote; AUD 150,000 - 210,000; Full time

Job summary

ShipBob, Inc. is hiring a Manager, Merchant Success to lead a team responsible for retention and expansion across strategic accounts. You will guide live coaching, escalations, and executive stakeholder engagement to deliver value and ROI.

You'll build strategic account plans, drive cross-functional collaboration, and scale programs to maximize net revenue retention across ShipBob's base of customers.

Qualifications

• Experience leading and developing high-performing Success or Account teams.
• Proven ability to manage escalations and influence at executive level.
• Background in Customer Success, Account Management, Logistics or Ecommerce.

Responsibilities

• Directly manage a team of Merchant Success Managers and drive growth, retention, and satisfaction.
• Coach the team to deliver value and ROI for customers.
• Set clear goals and review performance with regular 1:1s.
• Develop account-based strategies to meet revenue targets.
• Handle escalations and mentor for faster resolution.

Skills

Team leadership

Executive escalations

Customer success

Account management

Cross-functional collaboration

Job description

As a member of theShipBobTeam, you will...

• Grow with an Ownership Mindset :We champion continuous learning and innovation.You'lltake on real problems,create tangiblesolutions, anddrive results that move the needleforShipBob,our merchants, and for your own professional growth.Ifyou'reready to do the most meaningful work of your career, this is the place.
• Collaborate with Peers and Leaders Alike: AtShipBob,leaders areaccessible;feedback flows in both directions, andeveryone, regardless of their seniority or role, steps up to help when needed.We hold each other tohigh standardsbecause we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
• Experience a High-Performance Culture and Clear Purpose: We are results-driven andclear about what that means: ourgoals are specific, accountability is shared, and every team member can see how their work connects toour mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.

Location

Remote - Australia

Role Description

The Manager, Merchant Success will be responsible for the success and growth of ShipBob’s most strategic customer accounts. This role will manage and develop a team of Merchant Success Managers tasked with delivering retention and expansion across our growing base of customers. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on steering engagement, adoption, and advocacy. You will perform live-call coaching, handle escalations, guide team member growth and development, and champion the customer experience. Additionally, you will manage the team to create strategic account plans & QBRs and help the team expand and build new relationships with executive stakeholders. This role reports to the Director, Merchant Success.

What you’ll do

• Directly manage a team of Merchant Success Managers and be responsible for driving key targets including merchant growth, retention, and satisfaction.
• Coach the team to create exceptional experiences that deliver value and ROI for ShipBob’s customers, achieving both portfolio and individual development goals.
• Set clear goals and expectations and dedicate yourself to helping the MSMs hit them.
• Hold regular 1:1’s to develop account-based strategies to ensure successful revenue target attainment.
• Seek deep understanding of customer pain points and issues, and champion solutions throughout the organization.
• Personally manage escalations for your direct reports and coach MSMs on how they can handle escalations more effectively.
• Work with MSMs on credit escalations and make final decisions on credit amounts or whether they should be applied.
• Develop a deep understanding of ShipBob’s products, our industry and how our solutions deliver value and ROI for customers.
• Retain and grow the revenue for existing ShipBob customers, owning the net retention rate of your customer base.
• Run key initiatives for margin health with your team.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table

• 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.
• 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.
• Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.

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

Building the world’s leadingfull-stack fulfillment platformischallengingwork. The problems we solve are complex, the pace is fast, and the bar is high.That meansShipBob’senvironmentisn’tthe rightfit for everyone, andthat’sokay.If you are ready to take ownership,push boundaries, andgrow alongside a team that genuinely supports each other, we would love to hear from you.

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.

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

Use of AI-Assisted Tools During Recruitment

We may use AI-assisted tools during the recruitment process to support administrative functions such as transcribing interviews, generating summaries or notes, organizing interview feedback, facilitating candidate communications, and helping recruiters identify candidates whose qualifications may align with job requirements. These tools are designed to assist our recruiting team and are not used to make final hiring decisions.Hiring decisions are made by trained human reviewers who consider the candidate's application, interview performance, qualifications, experience, and other relevant factors. AI-assisted tools do not independently determine whether a candidate advances in the hiring process or receives an offer of employment.Where required by applicable law, candidates will be provided with notice regarding our use of AI-assisted technologies and, where available, information about any applicable rights relating to such processing, including the ability to request additional information or opt out of certain AI-assisted processing activities. Candidates who exercise available opt-out rights may be reviewed through alternative processes consistent with applicable law.

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, c ompensation and training.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis