Merchant Success Manager

6 days, 11 hours ago
Full-time
Mid Level
Customer and Technical Support
ShipBob

ShipBob

ShipBob is a global ecommerce fulfillment solution that empowers businesses to scale, offer 2-day shipping, manage inventory, and streamline shipments. With a focus on simplifying the shipping process, ShipBob provides best-in-class supply chain soluti...

Air Freight & Logistics
251-1K
Founded 2014
$330M raised

Description

  • Serve as a strategic partner and trusted advisor to a portfolio of ShipBob merchants.
  • Support merchants in growing their businesses and achieving success.
  • Act as a supply chain consultant and educate merchants on effective use of ShipBob’s dashboard and best practices.
  • Collaborate with internal ShipBob teams to deliver value to merchants.
  • Build and maintain trusted merchant relationships through proactive health checks, quarterly business reviews, phone, and email communication.
  • Create and implement account plans aligned to merchant business objectives.
  • Support renewals and upsells by demonstrating value and return on investment.
  • Identify, escalate, and help mitigate customer risks to reduce churn.
  • Monitor merchant health, retention, NPS, and other key performance indicators.
  • Gather merchant feedback and relay insights to drive improvements in ShipBob’s products and services.

Requirements

  • 3+ years of experience in customer success, account management, or sales within eCommerce, retail-tech, SaaS, or logistics.
  • Experience working with customers in North America, EMEA, and Australia is strongly preferred.
  • Familiarity with 3PL, retail B2B, WMS, or omnichannel fulfillment is a strong advantage.
  • Strong perceptive intelligence and active listening skills.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Ability to build relationships with senior business owners and executive stakeholders.
  • Experience collaborating cross-functionally to deliver comprehensive solutions.
  • Strong organizational and time management skills with the ability to manage multiple accounts and deadlines.
  • A bachelor’s degree is required.
  • Proficiency with MS Office is required; knowledge of Atlassian Jira, Salesforce, and Power BI is a plus.

Benefits

  • Medical, term, and accidental insurance.
  • All Purpose Leave, including casual and sick time: 12 days.
  • Earned Leave: 15 days.
  • Public holidays: 12 days.
  • Generous maternity and paternity leave.
  • Quarterly wellness day.
  • Work-from-home allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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