Principal Merchant Success Manager

ShipBob, Inc.; United States; Remote; USD 115,000 - 192,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Basic life insurance

Paid parental leave

Paid holidays

Flexible time off

Job summary

ShipBob is seeking a Principal Success Manager to oversee top enterprise merchant partnerships, blending account management with operations and program leadership. You will lead success frameworks, align with fulfillment centers, and drive scalable solutions for complex merchant needs.

The role requires 8+ years in account/program management in logistics, with strong executive relationship skills and the ability to travel up to 25%.

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 to credibly partner with on-site operations teams and translate operational challenges into merchant-facing solutions.

Responsibilities

• Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
• Conduct regular business reviews (on-site and virtual) to provide performance updates and align on goals.
• Partner with Operations leaders to track KPIs, implement process improvements, and resolve escalations quickly.
• Run cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects.
• Drive executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
• Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans.
• Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
• Comply with all food safety and compliance policies and regulations.
• Additional duties as necessary.

Skills

Enterprise client management

Executive relationship building

Cross-functional leadership

Negotiation under pressure

CRM tools proficiency

Tools

Microsoft Office Suite

Reporting tools

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.

Role Description:

The Principal Success Manager plays a critical role in managing and scaling ShipBob’s most strategic merchant partnerships. Sitting at the intersection of account management, operations, and program leadership, this role blends operational fluency with executive-level relationship management to generate long-term success for both ShipBob and our merchants. This role reports to the Senior Manager, Merchant Success.

This role will:

• Act as the program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals.
• Partner directly with ShipBob’s fulfillment center teams to ensure processes, SLAs, and escalations are managed with speed and accountability.
• Lead cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs.
• Serve as a trusted advisor to executive stakeholders at both ShipBob and the merchant, ensuring visibility into performance, risks, and opportunities.

Success for this role is measured by the ability to build robust operating rhythms , resolve escalations through on-site leadership , and drive expansion outcomes across domestic and international growth.

What you’ll do:

• Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
• Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
• Partner with Operations leaders to track KPIs, implement process improvements, and resolve escalations quickly.
• Run cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects.
• Drive executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
• Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans.
• Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
• Comply to all food safety and compliance policies and regulations.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• 8+ years of experience in account management or program management in a supply chain/logistics role.
• Direct project management experience, certifications and training is a bonus.
• Familiarity with fulfillment or warehouse operations to credibly partner with on-site operations teams and translate operational challenges into merchant-facing solutions.
• Demonstrated track record of managing enterprise-level clients and building executive-level relationships.
• Excellent ability to lead cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset.
• Business review and client-facing presentation experience at senior/executive levels.
• Ability to resolve escalations and negotiate solutions under pressure.
• Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners.
• High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.
• Ability to travel up to 25% of the time.
• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays &Flexible Time Off Program

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.

#LI-DNI

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.

At ShipBob, we embrace diversity of all kinds and want to build a company that is inclusive for people with different backgrounds, orientation and views. Diversity makes us better- as individuals and as a company. We recognize there are additional ways to identify gender outside of EEO requirements. Below is a voluntary demographic question that is part of ShipBob's commitment to building a more diverse and inclusive workforce. If you choose to fill it out, the response will be used (in aggregate only) to help us identify areas for improvement in our process. Your responses, or your choice to not respond, will not be associated with your specific application and will not in any way be used in the hiring decision.

We use Greenhouse’s AI-powered Talent Matching tool to compare your application against our job requirements.