Senior Manager, Merchant Success

Responsibilities

• 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.
• What you'll bring to the table:
• 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

Additional Information

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. If you're ready to do the most meaningful work of your career, this is the place. Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because 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 and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. Location: Remote - UK Role Description: ShipBob is looking for a Senior Manager, Merchant Success to oversee our team of high-performing Merchant Success Managers who serve as strategic partners for ShipBob customers across ecommerce and retail fulfillment channels. The Senior Manager will deliver customer outcomes through proactive consultation and operational rigor-working closely with Operations and Merchants to identify root causes, improve execution, and help merchants scale successfully through omnichannel growth. You'll also ensure the team connects day-to-day performance to strategic value, helping customers realize the full benefit of ShipBob's service. This leader will coach, develop, and enable a team that is accountable for resolving complex issues and escalations, translating merchant needs into clear operational actions, and preventing repeat incidents through structured problem-solving. You'll guide your team in running effective executive communications, business reviews, and success plans grounded in measurable service outcomes, product adoption, and mutual growth opportunities. You will partner cross-functionally to protect and grow revenue-supporting renewals, risk mitigation, margin health, and expansion-while ensuring operational performance stays strong enough to earn and maintain customer trust. This role reports to the Director, Merchant Success.

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