Senior Merchant Success Manager

Overview

As a member of the Ship Bob Team, you will…

• Grow with an Ownership Mindset
  :
  We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of Ship Bob.
• Collaborate with Peers and Leaders Alike
  :
  Ship Bob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High‑Performance Culture and Clear Purpose
  :
  Our commitment to delivering results creates a goal‑driven, high‑performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

Location: Remote in India

Working hours: Central Time Zone (US)

The Sr. Merchant Success Manager (Sr. MSM) will join Ship Bob’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 MSS will manage a portfolio of Ship Bob's medium‑sized merchants. This role builds and manages solid partnerships by working in concert with our merchants to:

• Be a strategic partner with the merchant
• Enable merchant to achieve success by helping them grow their business
• Serve as an escalation point for merchants
• Work with merchants and cross‑collaboratively with the Ship Bob team to deliver against success criteria.
• Build solid relationships through regular proactive health checks, phone, and email correspondence to ensure a positive business impact.
• Own the outcomes of partnership with Merchant, including risk management and demonstrating positive value against success criteria.

This role reports to Manager/Sr. Manager of the Merchant Success.

• Understand merchant needs and goals.
• Continually re‑evaluate success criteria, needs, and goals of merchants.
• Facilitate merchant growth and success.
• Develop a dynamic action plan including deliverables by Ship Bob and recommendations for merchants to drive success.
• Drive merchant use of key Ship Bob features.
• Marry merchant objectives with Ship Bob capabilities to drive use and adoption of key functions and features as part of Ship Bob’s offerings.
• Actively monitor merchant health and take quick and action to course‑correct.
• Manage a book of approximately 30 merchants (International markets) or work in tandem with a Merchant Success Manager on a team. Size of books will vary based on merchant size, growth and complexity.
• Nail Key Performance Indicators (KPIs):
• Revenue Retention: You will receive a target forecast goal for your book of business at the beginning of the quarter. Performance is based on revenue as a percentage to forecast at the end of the quarter.
• Logo Retention: Based on percentage of merchants retained in a quarter within the book of business that the Sr MSM manages.
• Churn: Contribute to Ship Bob’s company growth through high merchant retention.
• Upsell: Usher in mutual success for Merchant and Ship Bob through the adoption of new, key features and services.
• Additional duties and responsibilities as necessary.

• Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
• Between 6‑12 years of experience in Sales, Account Management, Customer Success, or Merchant services in the technology/SaaS industry managing some of the high‑revenue enterprise clients.
• Must have international client handling experience. Especially North American, EMEA or APAC markets.
• Keen perceptive intelligence in assessing merchant needs and driving…