Offer summary

Qualifications:

3–5+ years of experience in Revenue Operations or Customer Success Operations., Salesforce Administrator certification is required, with additional certifications being a plus., Proven experience with telephony solutions and post-sale GTM tools like Zendesk and Intercom., Bachelor's Degree in Business, Marketing, Finance, or a related field; MBA preferred..

Key responsibilities:

Manage Salesforce setup and administration for Merchant Success and Customer Experience teams.

Build and maintain key post-sale processes and workflows to enhance customer journey operations.

Create and maintain dashboards for customer retention and performance analysis.

Collaborate with cross-functional teams to align on strategy and support internal training on systems and processes.

Job description

Why ShipMonk?

ShipMonk is the world's largest 3PL for high-growth e-commerce and DTC brands. Since our inception in 2014, we've operated with a singular guiding principle: to help small and medium-sized e-commerce businesses scale by offering technology-driven fulfillment solutions that enable business founders to devote more time to the things that matter most in their businesses. Put simply, ShipMonk helps e-commerce companies stress less and grow more. Headquartered in Fort Lauderdale, FL, ShipMonk has more than 2,500 employees across facilities in Fort Lauderdale, FL, Pittston, PA, Los Angeles, CA, Bay Shore, NY, Las Vegas, NV, Louisville, KY, Fort Worth, TX, Mississauga, Ontario, Canada, Tecate, Mexico, the United Kingdom, and Prague, Czech Republic.

Our Values
Merchant-first. People Make ShipMonk. Own It. Get Sh*t Done. Change the Score.

About The Role
ShipMonk seeks a strategic, process-oriented Revenue Operations Manager to support our Merchant Success and Customer Experience teams. This person will play a critical role in optimizing post-sale operations, enabling customer-facing teams with the systems, data, and processes they need to drive retention, expansion, and satisfaction. This role will be embedded in day-to-day team workflows while maintaining a RevOps lens across people, process, and platform. The ideal candidate is Salesforce-certified, deeply analytical, and comfortable leading cross-functional initiatives that improve efficiency and visibility.

What will you be doing?

Systems & Tools Management
- Own and manage Salesforce setup for MS and CX teams, including page layouts, custom objects, fields, flows, validation rules, and processes.
- Administer various call and communication platforms (e.g., Dialpad, Aircall, Gong, Zendesk, Intercom).
- Identify opportunities to improve workflows and automate repetitive tasks across tools.
- Serve as primary liaison between RevOps, IT, and Customer teams on tooling needs.
Process Design & Optimization
- Build, document, and maintain key post-sale processes (e.g., renewal workflows, upsell motions, CSAT/NPS follow-up, support routing).
- Partner with Customer Experience leadership to continuously refine customer journey operations.
- Create scalable processes that support company growth and improve team efficiency.
Reporting & Analytics
- Build and maintain dashboards for customer retention, expansion, onboarding progress, and support metrics. ○
- Ensure data hygiene and process compliance across systems. ○
- Provide recurring performance analysis and insights to department leaders.
Cross-Functional Collaboration
- Work with GTM leadership (Sales, Marketing, AM, CX) to align on strategy and enablement.
- Partner with Finance on revenue recognition and forecasting from existing customers.
- Support internal training and change management on systems and processes.

Requirements

3–5+ years of Revenue Operations, Customer Success Operations, or related experience
Salesforce Administrator certification (required); additional Salesforce certifications a plus
Proven experience managing telephony solutions and post-sale GTM tools (e.g., Zendesk, ChurnZero, Gainsight, Intercom)
Advanced Excel/Sheets skills; proficiency with BI tools (e.g., Looker, Tableau, or similar)
Excellent project management, stakeholder communication, and documentation skills
A continuous improvement mindset — always seeking ways to streamline, simplify, and scale
Bachelor's Degree required. Degrees in Business, Marketing, Finance, or another related field. MBA or other higher-level education degrees are ideal.

Work at ShipMonk:
Perks That Pack a Punch!
Flex Time Off: Take control of your work-life balance.
Paid Holidays: Enjoy 9 paid holidays throughout the year in the US.
401k Matching: We invest in your future with a generous 401k match.
Merit Reviews: Get rewarded for your hard work and dedication.
Company Events: Work hard, and play hard with regular team-building events.
Awesome Office Space: Enjoy our modern HQ in Ft. Lauderdale, complete with a fitness center.
Referral Program: Get rewarded for helping us find amazing talent.
Inclusive Culture: Be yourself and thrive in our casual and upbeat environment.
Health Benefits: We offer comprehensive health, vision, and dental insurance options to keep you feeling your best.

ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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