• Own the vision, strategy, build, and execution of digital customer engagement across the full customer lifecycle (onboarding, adoption, value realization, and renewal). • Design and scale high-volume, personalized engagement programs. • Build digital engagement models that complement human-led Customer Success efforts, especially for low-spend customers. • Be accountable for net revenue retention, with primary responsibility for improving renewal rates among low-spend customers. • Own success metrics for digital engagement programs, including renewal rates, churn reduction, product adoption, customer engagement scoring and customer health. • Identify churn risks and renewal friction points, and create proactive digital interventions. • Partner with leadership to align digital programs with coverage and renewal strategies. • Coordinate cross-functionally to ensure consistent messaging, timing, and customer outcomes. • Collaborate with: Sales & Renewals on renewal readiness and expansion Marketing on lifecycle campaigns, content, and segmentation programs Product on in-app engagements, adoption signals, and feedback Support on issue trends and customer health indicators Operations on data, tooling and ways to optimize programs for scale Driving alignment through data, insights, and clear outcomes. • Use data, experimentation, and reporting to continuously optimize engagement. • Manage dashboards that clearly connect digital engagement to retention and revenue. • Establish scalable processes, playbooks, and best practices. • Enable Customer Success with insights, tools, and workflows that support consistent outcomes.

• Own the commercial growth and onboarding of IPP within the base of existing ShipBob merchants, partnering closely with Merchant Success and Revenue account team members to influence and close IPP expansion opportunities. • Develop frameworks, data tracking, and enablement resources to be scaled across the Merchant Success Team that define and support management of successful IPP implementation into core servicing motions – including goal tracking, early-warning mechanisms, and clear escalation paths. • Lead consultative merchant engagements by translating complex operational data into clear, actionable recommendations tied to quantified cost savings, margin impact, service-level improvements, and ROI. • Engage with detailed analytical models to evaluate inventory placement scenarios, forecast outcomes, quantify ROI, and support merchant decision-making. • Partner with MSMs to prepare for and lead commercially complex, high-stakes merchant conversations, including business reviews, pricing discussions, renewals, escalations, and expansion motions. • Analyze merchant performance, historical trends, and network data to identify IPP opportunities and proactively surface risks to adoption or retention. • Collaborate with cross-functional stakeholders including Supply Chain and Product to serve as the voice of the merchant to remove blockers, refine program execution, and improve merchant outcomes. • Track and forecast IPP pipeline, adoption, and performance metrics with precision, ensuring strong revenue hygiene, accurate forecasting, and leadership visibility. • Develop repeatable frameworks, enablement, and best practices that scale IPP knowledge across the Merchant Success Organization – embedding IPP into overarching servicing strategy and positing the program as a critical level for efficiency and cost savings. • Other duties/responsibilities as necessary.

• BUILD internal automation systems using powerful no-code tools like Coda, ClickUp, Zapier, and HubSpot. • DESIGN, DEVELOP, and DEPLOY automation workflows using AI, no-code and low-code platforms to streamline CRM operations. • CHAMPION with teams across the company to uncover inefficiencies, recommend automation opportunities and implement cutting-edge AI-driven solutions. • EXPLORE and TEST new technologies to enhance team capabilities and elevate system performance. • MANAGE data architecture and governance, and oversee data projects for better organization-wide efficiency. • PLAN and EXECUTE automation projects and campaigns, managing risk and impact, and ensuring smooth completion. • ACT as A CONSULTANT, guiding the company in process optimization, automation adoption, and AI-driven strategies. • KEEP teams informed with status updates, project progress, and post-project analysis for continuous improvement.

• Act as the primary point of contact for assigned accounts with a scaled, high-efficiency engagement model and build trusted advisor relationships with key decision-makers • Identify upselling opportunities within the current customer portfolio leveraging analytics and sales data to expand brand adoption of POS and value-added services • Deliver tailored success plans using data-driven insights to define clear success criteria, and track progress toward outcomes • Monitor account health through product usage metrics, engagement patterns, and customer feedback, and initiate outreach based on key triggers • Collaborate with executive sponsors to maintain high-level stakeholder engagement and influence renewal outcomes across your portfolio • Identify early warning signs of disengagement or churn risk and take proactive action to mitigate and restore customer health • Escalate at-risk customers and concerns through internal channels and lead cross-functional efforts to address complex issues • Partner with Sales and Marketing to align on messaging, share customer stories, and develop segment-specific engagement strategies • Work with Support and Product teams to surface and resolve recurring customer challenges • Participate in ongoing product training, knowledge sharing, and best practice initiatives within the Customer Success team to continuously improve processes and team effectiveness