Remote Merchant Success Manager — Growth & Retention

Weis Markets; Denver (CO); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Basic Life Insurance

Paid Maternity/Parental Leave

Flexible Time Off

Paid Sick Leave

Paid Emergency Leave

Floating Holidays

Wellness Days

401K Match

Competitive Salary

Performance Bonus

Short term disability

Referral Bonus

Job summary

ShipBob is seeking a Manager, Merchant Success to lead a high-performing team responsible for the success and expansion of strategic customer accounts. You will coach and develop a team, ensure retention and revenue growth, and align cross-functionally to deliver outstanding customer outcomes.

You will manage escalations, collaborate with executive stakeholders, and build strategic account plans to sustain long-term success and ROI for clients.

Qualifications

• Experience managing high-performing direct reports.
• Experience managing a book of business or client portfolio.
• Ability to coach, support, and develop Success Managers/Account Managers.
• Ability to expand relationships with senior stakeholders and drive revenue growth.

Responsibilities

• Directly manage a team of Merchant Success Managers and drive targets for merchant growth, retention, and satisfaction.
• Coach the team to deliver value and ROI for customers and achieve portfolio and individual goals.
• Set clear goals and expectations and support MSMs in achieving them.
• Hold regular 1:1s to develop account-based strategies for revenue attainment.
• Identify customer pain points and champion solutions across the organization.
• Handle escalations for direct reports and coach on escalation management.
• Oversee credit escalations and approve final credit decisions as needed.
• Develop deep product knowledge and understand ShipBob's value for customers.

Skills

People management

Account management

Executive stakeholder relationships

Coaching

Customer success

Job description

ShipBob is seeking a Manager, Merchant Success to lead a high-performing team responsible for the success and expansion of strategic customer accounts. You will coach and develop a team, ensure retention and revenue growth, and align cross-functionally to deliver outstanding customer outcomes.

You will manage escalations, collaborate with executive stakeholders, and build strategic account plans to sustain long-term success and ROI for clients.