Senior Merchant Success Manager

2 months, 1 week ago
Full-time
Senior
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 to merchants and help them achieve their business goals.
  • Manage a portfolio of approximately 30 merchants, with scope varying by merchant size, growth, and complexity.
  • Understand merchant needs and goals and continually re-evaluate success criteria.
  • Develop action plans with ShipBob deliverables and merchant recommendations to drive outcomes.
  • Drive merchant adoption and usage of key ShipBob features and services.
  • Monitor merchant health, identify risks, and take action to course-correct.
  • Serve as an escalation point for merchants and resolve issues collaboratively.
  • Work cross-functionally with the ShipBob team to deliver against success criteria.
  • Build and maintain strong merchant relationships through proactive health checks, phone calls, and email communication.
  • Own partnership outcomes, including risk management, retention, and demonstrated value against goals.

Requirements

  • 6-12 years of experience in Sales, Account Management, Customer Success, or Merchant Services in the technology/SaaS industry.
  • Experience managing high-revenue enterprise clients.
  • International client handling experience, especially across North American, EMEA, or APAC markets.
  • Excellent written and verbal English communication skills with the ability to speak confidently.
  • Strong ability to assess merchant needs and develop effective solutions.
  • Demonstrated ability to communicate effectively in oral, written, and in-person settings.
  • Experience collaborating cross-departmentally to deliver comprehensive merchant solutions.
  • Proficiency with Excel, Outlook, Salesforce, and Power BI is preferred.
  • Remote work from India with working hours aligned to the US Central Time Zone.

Benefits

  • Medical, term, and accidental insurance.
  • All-purpose leave, including casual and sick time, totaling 12 days.
  • 15 days of earned leave.
  • 12 public holidays.
  • Generous maternity and paternity leave.
  • Quarterly wellness day.
  • Work-from-home allowance.

Interested in this position?

Apply directly on the company website

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