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Best-in-class fulfillment solution for ecommerce brands.
Senior Manager, Merchant Success
Location
United Kingdom
Posted
32 days ago
Salary
0
Seniority
Senior
Job Description
Senior Manager, Merchant Success
ShipBob, Inc.
• Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s strategic accounts. • Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement. • Conduct regular 1:1s, pipeline/health reviews, coaching sessions, and career development planning. • Own team performance across gross and net revenue retention, risk mitigation, margin health, and measurable customer experience outcomes (e.g., service levels, escalation drivers, and operational reliability). • Support and guide negotiations, renewals, and escalated conversations with executive stakeholders - grounded in operational performance, value delivered, and forward-looking plans. • Partner cross-functionally to shape customer strategies and steer execution across Operations, Product, and Revenue - addressing underlying operational performance issues while supporting retention and growth. • Guide your team in building strategic success plans, business reviews, and executive engagement plans focused on measurable service outcomes, product adoption, and mutual growth. • Act as senior escalation point and coach MSMs to manage service recovery, structured problem-solving, and clear stakeholder communication. • Oversee credit escalations and margin considerations with sound commercial judgment and alignment to ShipBob policies. • Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement, reducing repeat escalations, and addressing key operational drivers. • Additional duties and responsibilities as necessary.
Job 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.
- Able to translate strategy into operational execution and measurable outcomes.
- Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations—supporting mid-market or enterprise customers.
- Sound 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.
Benefits
- Medical and Wellness Benefits
- Life Assurance
- Income Protection
- Pension Scheme
- See Our High-Performing Culture >>>
- Check us out on Instagram (@lifeatshipbob)
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