Lead 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.

Collaborate with Peers and Leaders Alike:

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.

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.

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 Lead Merchant Success Manager owns premier account management strategy for a portfolio of enterprise-level merchants s role drives domestic and international expansion, builds executive-level relationships, and partners closely with internal teams to deliver seamless operations and an exceptional merchant experience. A Lead MSM serves as a trusted strategic partner — comfortable running in-person business reviews, identifying growth opportunities, and innovating alongside both clients and internal stakeholders.

Success in this role is defined by building scalable account processes, closing complex expansion and partnership deals, and developing lasting executive relationships. This role reports to the Senior Manager, Merchant Success.

• Manage a high‑revenue book of business, driving growth and long‑term retention across your merchant portfolio.
• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long‑term partnerships with our top merchants.
• Partner cross‑functionally with internal stakeholders to continuously improve the merchant experience.
• Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in‑person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.
• Additional duties and responsibilities as necessary.

• 8–10 years of experience in account management, sales, or merchant services in a related industry; ecommerce experience highly preferred.
• Demonstrated track record of leading business reviews with internal and external stakeholders, with confidence in presenting to C‑suite executives.
• Demonstrated ability to negotiate and close complex contractual partnership deals.
• Solid consultative selling skills with the ability to build trusted, executive‑level client relationships.
• Excellent conflict resolution abilities and negotiation experience.
• Advanced written and verbal communication skills.
• Comfort operating in a fast‑paced, high‑growth environment.
• Advanced experience in Microsoft Office Suite.
• Willingness to travel up to 15% of the time.

• Medical, Dental, Vision & Basic Life…