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