Senior Merchant Success Manager

Shipbobinc; United States; Remote; USD 81,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Parental leave

Paid Holidays

Sick leave

Wellness days

401K match

Comprehensive benefits

Job summary

ShipBob is seeking a Senior Merchant Success Manager to deliver world-class service for enterprise and strategic merchants, guiding growth across markets and scaling fulfillment strategies.

You will manage executive relationships, lead business reviews, and drive proactive account planning while fostering a collaborative, high-performance team culture in a fast-paced environment.

Qualifications

• 4-6 years of sales and merchant services experience.
• Business Review experience with internal and external stakeholders.
• Proven ability to foster a positive team culture.
• Ability to build consultative and executive-level relationships.
• Strong conflict resolution and negotiation experience.
• Advanced written and verbal communication skills.
• Desire to work in a fast-paced environment.
• Advanced experience with Microsoft Office Suite.

Responsibilities

• Work closely with internal stakeholders and team leads to continuously improve the merchant experience.
• Increase merchant performance and KPIs to deliver world-class customer experience.
• Coach team members to enhance performance with middle-market merchants.
• Analyze merchant supply chain performance and identify opportunities or risks for proactive countermeasures.
• Conduct business reviews and track merchant growth to identify expansion opportunities.
• Grow and maintain transparent and strategic relationships at all levels within merchants.

Skills

Sales experience

Executive relationships

Team culture building

Consultative selling

Conflict resolution

Communication skills

MS Office

Fast-paced environment

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.

Remote in these states: AL, AZ, CA, CO,FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI

Role Description:

The Senior Merchant Success Manager (Sr.MSM) has a mission to provide a world-class experience to grow and retain ShipBob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. A Sr. MSM aligns with ShipBob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly. The Sr. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. Success for a Sr. MSM is building a positive team culture, being a merchant advocate, and aligning strategic relationships at the executive level to establish a trusted partnership and lasting results. This role reports to the Manager, Merchant Success.

Whatyou’lldo:

• Workclosely with internal stakeholders andteamleads tocontinuouslyimprovethemerchantexperience.
• Increase the average performance and KPIs of yourcustomers’to ensurea world-class customer experience.
• Coach team members to enhance performance to middle market, complex merchants.
• Analyze your merchants’ supply chain performance andidentifyopportunities or risks to helpadviseproactive countermeasures.
• Conduct business reviews and track merchant growth withinShipBobandidentifyareas for further expansion.
• Grow andmaintaintransparent and strategic relationships at all levels within your merchants.
• Additionalduties and responsibilities as needed.

Whatyou’llbring to the table:

• 4 - 6 years of experience in sales and merchant services in a related industry.
• Business Review experience with internal and external stakeholders.
• Established ability to manage and foster a positive team culture.
• Demonstrated ability to build consultative and executive-level customer relationships.
• Solid conflict resolution abilities and negotiation experience.
• Advanced written and verbal communication skills.
• Desireto work in a fast-paced environment.
• Advanced experience in Microsoft Office Suite.

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays &Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

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 $81,000 - $135,000. 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.

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.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page https://www.shipbob.com/careers/culture/.

About Us:

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, compensation and training.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis