Senior Manager, Merchant Success

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ShipBob, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🛍️ eCommerce

☁️ SaaS

💰 $200M Series E on 2021-06

eCommerce • Logistics • SaaS

ShipBob, Inc. is a comprehensive 3PL (third-party logistics) service provider specializing in e-commerce order fulfillment. They offer a full stack fulfillment platform with OMS, IMS, RMS, ERP, and analytics to automate and streamline fulfillment processes. With a focus on omnichannel and B2B capabilities, ShipBob assists businesses in selling across online and in-person channels while offering services like inventory management, customization for unique unboxing experiences, and end-to-end managed freight. Their global network enables efficient 2-day shipping across the continental US and facilitates global expansion with fulfillment centers in multiple countries. Additionally, ShipBob integrates with popular eCommerce platforms like Shopify and Amazon, supporting a wide range of industries including health, beauty, and apparel. Their technology-driven approach enhances supply chain automation, providing reliable and transparent logistics solutions worldwide.

📋 Description

• 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 >>> • Check us out on Instagram (@lifeatshipbob)