Merchant Success Manager

About

As a member of the ShipBob Team, you will:

• Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth.
• Collaborate with Peers and Leaders Alike: Leaders are accessible; feedback flows both ways, and everyone steps up to help when needed.
• Experience a High-Performance Culture and Clear Purpose: We are results-driven with specific goals, shared accountability, and clear connection to our mission.

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants. We provide best-in-class capabilities and a delightful shopper experience through our fulfillment center network in the US, Canada, UK, Europe, and Australia.

Location

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 Merchant Success Manager (MSM) will join ShipBob's growing Merchant Success team responsible for understanding the unique strategic needs of each merchant and delivering massive value to facilitate their growth and success. This role reports to the Manager, Merchant Success.

What you'll do

• Consultation: Understand Merchant Needs and Goals.
• Upon account assignment, uncover what "success" means to a Merchant.
• Continually re-evaluate success criteria, needs, and goals of Merchants.
• Solutions: Facilitate Merchant Growth and Success.
• Develop dynamic action plans including deliverables by ShipBob and recommendations for Merchants.
• Adoption: Push Merchant Use of Key ShipBob Features.
• Align Merchant objectives with ShipBob capabilities to encourage adoption of key features.
• Risk Management: Monitor merchant health and take quick action to course-correct.
• Collaboration: Work closely with Customer Support to deliver best-in-class Merchant experience.
• Help dictate product and services roadmap to deliver greater impact.
• Perform: Achieve Key Performance Indicators (KPIs) including NPS, churn reduction, and upsell.
• Additional duties as necessary.

What you'll bring to the table

• Minimum 3 years of experience in sales and merchant services in the technology industry.
• Aptitude to sell via quota attainment.
• Keen perceptive intelligence in assessing merchant needs and driving solutions.
• Effective communication skills across oral, written, and in-person mediums.
• Experience collaborating cross-departmentally.
• PowerPoint and Excel skills.

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

Compensation

Target salary range: $75,000 - $85,000. Full base pay range: $63,248 - $105,413. Eligible for discretionary bonus plan based on company policies.

Additional Information

• ShipBob provides equal employment opportunities and prohibits discrimination.
• Applications accepted on an ongoing basis.
• AI-powered tools may be used during the interview process to support note-taking and feedback organization, but all hiring decisions are made by humans.