Merchant Success Manager

ShipBob, Inc.; Chicago (IL); Hybrid; GBP 60,000 - 85,000; Full time

Job summary

ShipBob, Inc. is seeking a Merchant Success Manager (MSM) to join its growing Merchant Success team. You will build partnerships with merchants, conduct proactive health checks, and deliver value to facilitate growth.

The role reports to the Senior Manager of Merchant Success and requires strategic communication via phone and email to ensure a positive business impact. Located remotely in the UK, you will drive KPIs like NPS and churn reduction, collaborate with Customer Support, and influence

Qualifications

• Minimum 3 years of experience in sales and merchant services in the technology industry.
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.

Responsibilities

• Consultation: understand merchant needs and goals.
• Solutions: develop action plans and recommendations to drive merchant success.
• Adoption: push merchant use of ShipBob features with aligned objectives.
• Risk Management: monitor merchant health and course-correct quickly.
• Collaboration: work with Customer Support and other teams to enhance merchant experience.

Skills

Sales experience

Merchant services

Communication skills

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.

Hiring timeline: We are actively accepting applications and conducting interviews for this position. The anticipated start date for the selected candidate is February 2027.

Location: Remote in UK

Role Description

The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Senior Manager of Merchant Success.

What you’ll do

• Consultation: Understanding Merchant Needs and Goals.
  • Upon account assignment, uncover what “success” means to a Merchant.
  • Continually re-evaluate success criteria, needs, and goals of Merchants.
• Solutions: Facilitating Merchant Growth and Success.
  • Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success.
• Adoption: Push Merchant Use of Key ShipBob Features.
  • Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings.
• Risk Management: Nip Issues in the Bud.
  • Actively monitor merchant health and take quick and decisive action to course correct.
• Collaboration: Involve Key Stakeholders and Teams.
  • Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience.
  • Help dictate product and services road map to deliver greater impact to Merchant partners.
• Perform: Nail Key Performance Indicators (KPIs).
  • NPS: foster Merchant advocacy by providing world class experience.
  • Churn: contribute to ShipBob’s company growth through high merchant retention.
  • Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table

• Minimum 3 years of experience in sales and merchant services in the technology industry.
• Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.
• Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.

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