Overview The Technical Customer Success Manager is a people leader responsible for owning the end-to-end customer experience across onboarding, implementation, support, and ongoing service delivery. This role sits at the intersection of technical execution, customer success, and operational excellence, ensuring that customers realize fast, measurable value from Dispel while teams operate with clarity, empathy, and accountability. This leader is hands-on, humble, and outcome-oriented — equally comfortable setting strategy, coaching entry-level through staff-level ICs, and stepping into live customer situations when needed. What You’ll Own - End-to-end customer outcomes across implementation, support, and ongoing delivery - A team of 8–10 customer-facing technical specialists - Service quality, escalation management, and operational consistency - Partner with Product and Engineering on complex bugs or architectural concerns - Owns customer experience from implementation through steady-state delivery - Leads and develops a high-performing, customer-facing technical teams - Acts as a senior operational and customer advocate within Dispel

• Support merchants in achieving success by assisting them in growing their businesses. • Serve as a supply chain consultant for ShipBob’s merchants, and educate them on effective use of our dashboard and sharing best practices to help. • Optimize their fulfillment and logistics strategies. • Collaborate with internal ShipBob teams to deliver value to merchants. • Contribute to the outcomes of merchant partnerships, including identifying and mitigating potential risks. • Act as a feedback conduit to gather and relay merchant insights to help drive continuous improvements in ShipBob’s products and services. • Quickly learn ShipBob’s products and industry to support merchant success, helping demonstrate how our solutions drive customer value and return on investment. • Begin building trusted relationships with merchants, acting as their advocate within ShipBob by listening to their needs and sharing feedback internally to contribute to customer success. • Support the growth and management of a portfolio of approximately 30-35 merchants, assisting in onboarding, adoption, and retention efforts. The size and complexity of the portfolio may vary based on merchant size, business needs and growth trajectories. • Create and implement dynamic account plans that include ShipBob deliverables and provide recommendations that align to a merchant’s business objectives • Support renewals and upsells by clearly demonstrating value and return on investment, encouraging wider use of key ShipBob features • Help spot and address customer issues early, supporting the development of risk mitigation efforts to reduce churn. Respond swiftly to customer concerns and turn challenges into opportunities to build trust. • Achieve key performance indicators (KPIs):

• Act as a reliable point of contact for day-to-day client needs. • Conduct regular syncs to gather updates, clarify priorities, and set expectations. • Build trust through consistent communication and timely follow-ups. • Surface concerns early and provide clear, actionable recommendations. • Provide coaching and guidance to improve performance and communication. • Ensure all deliverables, tasks, and timelines remain on track. • Identify operational risks or bottlenecks and escalate appropriately.

• Act as a reliable point of contact for day-to-day client needs. • Conduct regular syncs to gather updates, clarify priorities, and set expectations. • Build trust through consistent communication and timely follow-ups. • Surface concerns early and provide clear, actionable recommendations. • Support talent with clarity on tasks, responsibilities, and expectations. • Provide coaching and guidance to improve performance and communication. • Track attendance, workload, and overall delivery quality. • Ensure all deliverables, tasks, and timelines remain on track. • Maintain and update SOPs as workflows evolve. • Anticipate potential misunderstandings and address them early. • De-escalate issues using balanced communication and objective reasoning.