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Salary: USD 115,496 - 192,493 / annual
ShipBob is seeking a Principal Merchant Success Manager to manage and scale strategic merchant partnerships. This role sits at the intersection of account management, operations, and program leadership, blending operational fluency with executive-level relationship management to drive long-term success for both ShipBob and its merchants. The role reports to the Senior Manager, Merchant Success.
Key Responsibilities:
- Serve as the primary program owner for top enterprise merchants, managing both day-to-day performance and long-term strategy
- Act as program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals
- Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships
- Partner directly with ShipBob's fulfillment center teams to ensure processes, SLAs, and escalations are managed with speed and accountability
- Partner with Operations leaders to track KPIs, implement process improvements, and resolve escalations quickly
- Lead cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs
- Run cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects
- Serve as a trusted advisor to executive stakeholders at both ShipBob and the merchant, ensuring visibility into performance, risks, and opportunities
- Drive executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities
- Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans
Success is measured by the ability to build robust operating rhythms, resolve escalations through on-site leadership, and drive expansion outcomes across domestic and international growth.
Requirements:
The posting does not explicitly state specific years of experience, education, or technical certifications required. However, the role expects candidates to have demonstrated success in strategic account management, cross-functional program leadership, operational fluency, and executive relationship management at an enterprise level.
