Merchant Success Team Lead

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

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.