Manager, Merchant Success

As a member of the ShipBob Team, you will... Grow with an Ownership Mindset : We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place. Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing. Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward. 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