Lead Merchant Success Manager

Location: Remote in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI

Role Description:

The Lead Merchant Success Manager owns premier account management strategy for a portfolio of enterprise-level merchants at ShipBob. This role drives domestic and international expansion, builds executive-level relationships, and partners closely with internal teams to deliver seamless operations and an exceptional merchant experience. A Lead MSM serves as a trusted strategic partner — comfortable running in-person business reviews, identifying growth opportunities, and innovating alongside both clients and internal stakeholders. Success in this role is defined by building scalable account processes, closing complex expansion and partnership deals, and developing lasting executive relationships. This role reports to the Senior Manager, Merchant Success.

What you’ll do:

Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio.

Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.

Source and close expansion deals within your merchant book of business.

Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.

Partner cross-functionally with internal stakeholders to continuously improve the merchant experience.

Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.

Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.

Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.

Additional duties and responsibilities as necessary.

What you’ll bring to the table:

8–10 years of experience in account management, sales, or merchant services in a related industry; ecommerce experience highly preferred.

Demonstrated track record of leading business reviews with internal and external stakeholders, with confidence in presenting to C-suite executives.

Demonstrated ability to negotiate and close complex contractual partnership deals.

Solid consultative selling skills with the ability to build trusted, executive-level client relationships.

Excellent conflict resolution abilities and negotiation experience.

Advanced written and verbal communication skills.

Comfort operating in a fast-paced, high-growth environment.

Advanced experience in Microsoft Office Suite.

Willingness to travel up to 15% of the time.

Perks & Benefits:

Medical, Dental, Vision & Basic Life Insurance

Paid Maternity/Parental Leave Program

Paid Holidays & Flexible Time Off Program

Paid Sick Leave

Wellness Days (1 day/quarter)

401K Match

Comprehensive Benefits Package >>> https://www.shipbob.com/careers/

See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture is $101,250 - $168,750. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies.