Merchant Success Manager

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 in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI Role Description: The Merchant Success Manager (MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSM will build and manage solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Manager, Merchant Success. What you’ll do: Consultation: Understanding Merchant Needs and Goals. Upon account assignment, uncover what “success” means to a Merchant. Continually re-evaluate success criteria, needs, and goals of Merchants. Solutions: Facilitating Merchant Growth and Success. Based on Merchant needs and success criteria, develop dynamic action plans including deliverables by ShipBob and recommendations for Merchant to inspire success. Adoption: Push Merchant Use of Key ShipBob Features. Marry Merchant objectives with ShipBob capabilities to push use and adoption of key functions and features as part of ShipBob’s offerings. Risk Management: Nip Issues in the Bud. Actively monitor merchant health and take quick and decisive action to course-correct. Collaboration: Involve Key Stakeholders and Teams. Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience. Help dictate product and services road map to deliver greater impact to Merchant partners. Perform: Nail Key Performance Indicators (KPIs). NPS: foster Merchant advocacy by providing world class experience. Churn: contribute to ShipBob’s company growth through high merchant retention. Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services. Additional duties and responsibilities as necessary. What you’ll bring to the table: Minimum 3 years of experience in sales and merchant services in the technology industry. Aptitude to sell via quota attainment. Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs. Demonstrated ability to communicate effectively through oral, written, and in-person mediums. Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants. PowerPoint and Excel skills Perks & Benefits: Medical, Dental, Vision & Basic Life Insurance Paid Maternity/Parental Leave Program Paid Holidays & Flexible Time Off Program Paid Sick Leave Wellness Days (1 day/quarter) 401K Match Comprehensive Benefits Package >>> https://www.shipbob.com/careers/ See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) ShipBob believes in tra…