Merchant Success Manager

Location: Remote - India 

Role description: 

As a Merchant Success Manager (MSM), you will join ShipBob’s growing Merchant Success team that is responsible for understanding the unique strategic needs of our Small and Medium-sized Business (SMB) merchants and delivering value to help facilitate their growth and success. You will be a strategic partner and trusted advisor to a portfolio of ShipBob's merchants and will build solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Manager/Sr. Manager of Merchant Success. 

• Support merchants in achieving success by assisting them in growing their businesses. 
• Serve as a supply chain consultant for ShipBob’s merchants, and educate them on effective use of our dashboard and sharing best practices to help. 
• optimize their fulfillment and logistics strategies.
• Collaborate with internal ShipBob teams to deliver value to merchants. 
• Contribute to the outcomes of merchant partnerships, including identifying and mitigating potential risks. 
• Act as a feedback conduit to gather and relay merchant insights to help drive continuous improvements in ShipBob’s products and services. 

What you'll do:  

• Quickly learn ShipBob’s products and industry to support merchant success, helping demonstrate how our solutions drive customer value and return on investment. 
• Begin building trusted relationships with merchants, acting as their advocate within ShipBob by listening to their needs and sharing feedback internally to contribute to customer success. 
• Support the growth and management of a portfolio of approximately 30-35 merchants, assisting in onboarding, adoption, and retention efforts. The size and complexity of the portfolio may vary based on merchant size, business needs and growth trajectories.  
• Create and implement dynamic account plans that include ShipBob deliverables and provide recommendations that align to a merchant’s business objectives 
• Support renewals and upsells by clearly demonstrating value and return on investment, encouraging wider use of key ShipBob features 
• Help spot and address customer issues early, supporting the development of risk mitigation efforts to reduce churn. Respond swiftly to customer concerns and turn challenges into opportunities to build trust. 
• Achieve key performance indicators (KPIs): 
  • Support merchant retention and growth by assisting in the identification of at-risk accounts and contributing to churn prevention strategies. Monitor key metrics such as Net Promoter Score (NPS), health score and work with your manager to implement initiatives aimed at improving customer satisfaction and loyalty. 
  • Assist in driving mutual success for merchants and ShipBob by promoting the adoption of key features and services. Expansion opportunities are tracked using a points system, where higher-value opportunities earn more points. 
• Support merchant satisfaction by delivering attentive service and helping maintain positive sentiment, with NPS feedback reviewed on a quarterly basis to guide continuous improvement. 
• Contribute to a positive team culture by actively participating in knowledge sharing and promoting best practices to enhance team performance and customer satisfaction. 
• Additional duties and responsibilities as necessary. 

What you’ll bring to the table: 

• Proven experience (3+ years) in customer success, account management, or sales within eCommerce, retail-tech, SaaS, or logistics industries - especially with customers in North America, EMEA, and Australia. Familiarity with 3PL, retail B2B, WMS, or omnichannel fulfillment is a strong advantage.  
• Keen perceptive intelligence coupled with active listening skills to assess merchant needs and drive solutions to meet those needs. 
• Demonstrated ability to communicate effectively in English through oral, written, and in-person mediums. 
• Ability to build new relationships with senior business owners and executive stakeholders. 
• Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants. 
• Demonstrate strong organizational and time management skills by effectively balancing multiple customer accounts, prioritizing tasks, and consistently meeting deadlines 
• A bachelor's degree is required at minimum. 
• Proficiency in applications like MS Office is a requisite and knowledge of Atlassian Jira, Salesforce, Power BI are a plus. 

Perks & Benefits: 

• Medical, Term & Accidental Insurance 
• All Purpose Leave (casual & sick time): 12 days 
• Earned Leave: 15 days 
• Public Holiday: 12 days 
• Generous Maternity & Paternity Leave 
• Quarterly Wellness Day 
• Work From Home Allowance 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)