Enterprise Merchant Success Lead

Openkrill; United States; Remote; USD 115,000 - 192,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Parental Leave

Holidays & PTO

Sick Leave

Wellness Days

401K Match

Comprehensive Benefits

Job summary

ShipBob is seeking a Principal Success Manager to manage and scale our most strategic merchant partnerships. This role sits at the intersection of account management, operations, and program leadership, blending operational fluency with executive-level relationship management to drive long-term success.

You will lead top merchants, partner with fulfillment teams, and drive cross-functional initiatives to deliver scalable merchant solutions across domestic and international growth.

Qualifications

• 8+ years of experience in account management or program management in a supply chain/logistics role.
• Direct project management experience; certifications and training are a bonus.
• Familiarity with fulfillment or warehouse operations and translating challenges into merchant solutions.
• Demonstrated track record of managing enterprise-level clients and executive relationships.
• Ability to lead cross-functional projects through ambiguity; influence without authority.
• Business review and client-facing presentation experience at senior levels.
• Ability to travel up to 25%.

Responsibilities

• Serve as the primary program owner for top enterprise merchants; ensure day-to-day performance and long-term strategy.
• Conduct regular business reviews (on-site and virtual) to update performance and align goals.
• Partner with Operations to track KPIs, implement improvements, and resolve escalations quickly.
• Run cross-functional initiatives including network expansions, pilots, and cost-optimization projects.
• Drive executive-level engagement with performance insights and strategic opportunities.
• Translate merchant needs into actionable operational plans with fulfillment leadership.
• Develop playbooks, SOPs, and reporting frameworks to standardize delivery across the portfolio.
• Comply with food safety and regulatory policies.

Skills

Account management

Program management

Executive relationship management

Cross-functional leadership

Communication (written and verbal)

Project management

Travel up to 25%

CRM platforms

MS Office

Tools

Fulfillment operations knowledge

Job description

ShipBob is seeking a Principal Success Manager to manage and scale our most strategic merchant partnerships. This role sits at the intersection of account management, operations, and program leadership, blending operational fluency with executive-level relationship management to drive long-term success.

You will lead top merchants, partner with fulfillment teams, and drive cross-functional initiatives to deliver scalable merchant solutions across domestic and international growth.