Senior Merchant Success Manager

As a member of the Ship Bob 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 Ship Bob, 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.

At Ship Bob, 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.

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.

Remote in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, , 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

The Senior Merchant Success Manager (Sr. MSM) has a mission to provide a world-class experience to grow and retain Ship Bob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. A Sr. MSM aligns with Ship Bob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly.

The Sr. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. Success for a Sr. MSM is building a positive team culture, being a merchant advocate, and aligning strategic relationships at the executive level to establish a trusted partnership and lasting results. This role reports to the Manager, Merchant Success.

• Work closely with internal stakeholders and team leads to continuously improve the merchant experience.
• Increase the average performance and KPIs of your customers’ to ensure a world-class customer experience.
• Coach team members to enhance performance to middle market, complex merchants.
• Analyze your merchants’ supply chain performance and identify opportunities or risks to help advise proactive countermeasures.
• Conduct business reviews and track merchant growth within Ship Bob and identify areas for further expansion.
• Grow and maintain transparent and strategic relationships at all levels within your merchants.
• Additional duties and responsibilities as needed.

• 4 - 6 years of experience in sales and merchant services in a related industry.
• Business Review experience with internal and external stakeholders.
• Established ability to manage and foster a positive team culture.
• Demonstrated ability to build consultative and executive-level customer relationships.
• Solid conflict resolution abilities and negotiation experience.
• Advanced written and verbal communication skills.
• Desire to work in a fast-paced environment.
• Advanced experience in Microsoft Office Suite.

• 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

Ship Bob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture…