Manager, Merchant Success

Title:  Manager, Merchant Success

Location: Remote in these states: AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI

Role Description:

The Manager, Merchant Success will be responsible for the success and growth of ShipBob’s most strategic customer accounts. This role will manage and develop a team of Merchant Success Managers tasked with delivering retention and expansion across our growing base of customers. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on steering engagement, adoption, and advocacy. You will perform live-call coaching, handle escalations, guide team member growth and development, and champion the customer experience. Additionally, you will manage the team to create strategic account plans & QBRs and help the team expand and build new relationships with executive stakeholders.

What you’ll do:

• Directly manage a team of Merchant Success Managers and be responsible for driving key targets including merchant growth, retention, and satisfaction.
• Coach the team to create exceptional experiences that deliver value and ROI for ShipBob’s customers, achieving both portfolio and individual development goals.
• Set clear goals and expectations and dedicate yourself to helping the MSMs hit them.
• Hold regular 1:1’s to develop account-based strategies to ensure successful revenue target attainment.
• Seek deep understanding of customer pain points and issues, and champion solutions throughout the organization.
• Personally manage escalations for your direct reports and coach MSMs on how they can handle escalations more effectively.
• Work with MSMs on credit escalations and make final decisions on credit amounts or whether they should be applied.
• Develop a deep understanding of ShipBob’s products, our industry and how our solutions deliver value and ROI for customers.
• Retain and grow the revenue for existing ShipBob customers, owning the net retention rate of your customer base.
• Run key initiatives for margin health with your team.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• Experience managing high-performing direct reports.
• Experience managing a book of business in a current or past role.
• Ability to coach, support, and develop talented Success Managers/Account Managers.
• Ability to inspire Success Managers/Account Managers to expand and build new relationships with senior business owners and executive stakeholders.
• Promote a customer-centric culture focused on mitigating risk and driving positive revenue outcomes.

Classification: Exempt

Reports to: Director, Merchant Success

Perks & Benefits:

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Flexible Time Off Program
• Paid Sick Leave and Paid Emergency Leave
• Floating Holidays (2 days/year)
• Wellness Days (1 day/quarter)
• 401K Match
• Competitive Salary, Performance Bonus
• Variety of voluntary benefits, such as, short term disability
• Referral Bonus Program
• Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. We are targeting a salary range of $91,117 - $110,000 for this role. The full base pay range for this position in our compensation architecture is $90,117 - $150,195.