# Manager, Merchant Success

**Company**: ShipBob
**Location**: Remote - Australia
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/shipbobinc/jobs/4740000005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_11b6a829-172

## Description

As a Manager, Merchant Success at ShipBob, you will be responsible for the success and growth of ShipBob's most strategic customer accounts.

You 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.

Responsibilities:

- 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.

Requirements:

- Experience managing and developing high-performing Success or Account teams.

- Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence.

- Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations,supporting mid-market or enterprise customers.

- Strong business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.

- Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.

Perks & Benefits:

- Health and Wellness Benefits Stipend

- WFH Phone/Internet Stipend

## Skills

### Required
- Customer Success
- Account Management
- Leadership
- Escalation Management
- Business Acumen

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/shipbobinc/jobs/4740000005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)