Remote Merchant Success Lead | Growth & Retention

Barnes & Noble; Sacramento (CA); On-site; USD 90,117 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Basic Life

Paid Maternity/Parental Leave

Flexible Time Off

Paid Sick Leave

Floating Holidays

Wellness Days

401K Match

Competitive Salary & Bonus

Disability benefits

Referral Bonus

Job summary

ShipBob is seeking a Manager, Merchant Success to lead a team focused on the retention, expansion, and success of our strategic merchant accounts. You will coach a team of Merchant Success Managers, develop account plans, and drive outcomes that improve ROI for customers.

You will mentor the MSMs, handle escalations, and help shape strategy to achieve revenue targets while maintaining a customer-centric focus across ShipBob’s product and services.

Qualifications

• Experience managing high-performing direct reports.
• Experience managing a book of business.
• Ability to coach, support, and develop Talent Success Managers/Account Managers.
• Ability to build relationships with senior business owners and executives.

Responsibilities

• Directly manage a team of Merchant Success Managers and drive merchant growth, retention, and satisfaction.
• Coach the team to deliver value and ROI for customers.
• Set goals and coach team to hit them.
• Lead account strategies and regular 1:1s for account-based planning.
• Resolve escalations and champion customer outcomes.
• Manage credit escalations and decide on credit amounts.

Skills

Managing direct reports

Book of business management

Coaching & development

Executive relationships

Customer-centric culture

Job description

ShipBob is seeking a Manager, Merchant Success to lead a team focused on the retention, expansion, and success of our strategic merchant accounts. You will coach a team of Merchant Success Managers, develop account plans, and drive outcomes that improve ROI for customers.

You will mentor the MSMs, handle escalations, and help shape strategy to achieve revenue targets while maintaining a customer-centric focus across ShipBob’s product and services.