Senior Merchant Success Manager

6 days, 11 hours 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

  • Manage a portfolio of approximately 30 medium-sized international merchants, or partner with another Merchant Success Manager depending on account complexity.
  • Act as a strategic partner and escalation point for merchants.
  • Understand merchant needs, goals, and success criteria, and continually re-evaluate them over time.
  • Develop dynamic action plans with ShipBob-owned deliverables and merchant recommendations to drive success.
  • Facilitate merchant growth by aligning merchant objectives with ShipBob capabilities and features.
  • Drive merchant adoption of key ShipBob functions, features, and services.
  • Monitor merchant health proactively and take quick action to course-correct when needed.
  • Build and maintain strong merchant relationships through regular health checks, phone calls, and email communication.
  • Own partnership outcomes, including risk management, revenue retention, logo retention, churn reduction, and upsell opportunities.
  • Collaborate cross-functionally with ShipBob teams to deliver against merchant success criteria.

Requirements

  • 6-12 years of experience in Sales, Account Management, Customer Success, or Merchant Services within 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 communicate confidently.
  • Strong oral, written, and in-person communication skills.
  • Ability to assess merchant needs and develop effective solutions.
  • Experience collaborating cross-departmentally to deliver comprehensive customer solutions.
  • Proficiency with Excel, Outlook, Salesforce, and Power BI is preferred.
  • Remote work from India with working hours aligned to the Central Time Zone (US).

Benefits

  • Medical, term, and accidental insurance.
  • All-purpose leave of 12 days for casual and sick time.
  • 15 days of earned leave.
  • 12 public holidays.
  • Generous maternity and paternity leave.
  • Quarterly wellness day.
  • Work-from-home allowance.
  • Ongoing applications with no deadline to apply.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Technical Customer Success Manager

Nice Côte d'Azur Hotels, Restaurants & Leisure

NiCE Cognigy is hiring a Technical Customer Success Specialist to provide scaled technical guidance for enterprise customers using its conversational AI platform and help CSMs support, design, and optimize customer solutions.

CRM Generative AI LLM
7 hours, 28 minutes ago

Senior Enterprise Account Manager

Hootsuite 10K-50K Media

Hootsuite is hiring a Senior Enterprise Account Manager to manage a portfolio of strategic enterprise customers and drive renewals, expansion, and long-term customer value in a remote or hybrid role across Canada and the U.S.

CRM Salesforce
9 hours, 28 minutes ago

Strategic Account Manager – Malaysia - Full remote from Borneo

Agoda 10K-50K Consumer Services

Agoda is hiring a Strategic Account Manager to manage accommodation partners in a full-remote Borneo role focused on growing supply relationships, driving regional business growth, and supporting country-level commercial performance.

CRM E-commerce
15 hours, 58 minutes ago

National Account Manager, Footwear

Arc'teryx 1K-5K Leisure Products

Arc’teryx is hiring a National Account Manager, Footwear to manage and grow wholesale footwear business across key accounts in the U.S. and Canada, driving seasonal sell-in, sell-through, and retail execution in partnership with cross-functional teams.

17 hours, 43 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers