Manager, Merchant Success
Location: Remote - Australia
Role Description:
The Manager, Merchant Success will be responsible for the success and growth of ShipBob’s most strategic customer accounts. This role 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. You will perform live-call coaching, handle escalations, guide team member growth and development, and champion the customer experience. Additionally, you will manage the team to create strategic account plans & QBRs and help the team expand and build new relationships with executive stakeholders. This role reports to the Director, Merchant Success.
What you’ll do:
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.
Additional duties and responsibilities as necessary.
What you’ll bring to the table:
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
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