Senior Manager, Merchant Success

Role Overview

• Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s strategic accounts.
• Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement.
• Conduct regular 1:1s, pipeline/health reviews, coaching sessions, and career development planning.
• Own team performance across gross and net revenue retention, risk mitigation, margin health, and measurable customer experience outcomes (e.g., service levels, escalation drivers, and operational reliability).
• Support and guide negotiations, renewals, and escalated conversations with executive stakeholders
• grounded in operational performance, value delivered, and forward-looking plans.
• Partner cross-functionally to shape customer strategies and steer execution across Operations, Product, and Revenue
• addressing underlying operational performance issues while supporting retention and growth.
• Guide your team in building strategic success plans, business reviews, and executive engagement plans focused on measurable service outcomes, product adoption, and mutual growth.
• Act as senior escalation point and coach MSMs to manage service recovery, structured problem-solving, and clear stakeholder communication.
• Oversee credit escalations and margin considerations with sound commercial judgment and alignment to ShipBob policies.
• Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement, reducing repeat escalations, and addressing key operational drivers.
• Additional duties and responsibilities as necessary.

Requirements

• Experience managing and developing high-performing Success or Account teams.
• Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence.
• Able to translate strategy into operational execution and measurable outcomes.
• Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations—supporting mid-market or enterprise customers.
• Sound business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.
• Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.

Benefits

• Medical and Wellness Benefits
• Life Assurance
• Income Protection
• Pension Scheme
• See Our High-Performing Culture >>>
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