Principal Merchant Success Manager

1 week, 2 days ago
Full-time
Lead
Project and Program Management
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

  • Own success programs for strategic enterprise merchants, covering daily performance and long-term strategy.
  • Build operating frameworks and rhythms that align operational execution with merchant growth goals.
  • Conduct on-site and virtual business reviews to communicate performance, align priorities, and strengthen relationships.
  • Partner with fulfillment center and Operations leaders to track KPIs, improve processes, and resolve escalations.
  • Lead cross-functional initiatives across Success, Operations, Product, and Finance, including network expansions, pilots, system enhancements, and cost optimization.
  • Advise executive stakeholders at ShipBob and merchant organizations on performance, risks, and opportunities.
  • Translate merchant needs into operational action plans and coordinate fulfillment center leadership.
  • Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery.
  • Ensure compliance with applicable food safety policies and regulations.

Requirements

  • 8+ years of account management or program management experience in supply chain or logistics.
  • Experience managing enterprise-level clients and building executive relationships.
  • Familiarity with fulfillment or warehouse operations.
  • Experience leading cross-functional projects through ambiguity and influencing without direct authority.
  • Experience conducting business reviews and presenting to senior or executive audiences.
  • Ability to resolve escalations and negotiate solutions under pressure.
  • Strong written and verbal communication skills, with the ability to adapt messaging for executives, teams, and external partners.
  • High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.
  • Ability to travel up to 25% of the time.
  • Project management experience, certifications, or training preferred.

Benefits

  • Base salary range of $115,496–$192,493.
  • Eligibility for a discretionary performance-based bonus plan.
  • Medical, dental, vision, and basic life insurance.
  • Paid maternity and parental leave.
  • Paid holidays, flexible time off, and paid sick leave.
  • Quarterly wellness days.
  • 401(k) match.
  • Access to AI and productivity tools at no cost.

Interested in this position?

Apply directly on the company website

Apply Now

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