Principal Merchant Success Manager

Location: Northern

# Principal Merchant Success Manager:
Remote - United States:
Full-time:
Oct 9, 2026:
Oct 9, 2026## About the role

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.

Role

Description:

The Principal Success Manager plays a critical role in managing and scaling Ship Bob’s most strategic merchant partnerships. Sitting at the intersection of account management, operations, and program leadership, this role blends operational fluency with executive-level relationship management to generate long-term success for both Ship Bob and our merchants. This role reports to the Senior Manager, Merchant Success.

This role will:
* Act as the program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals.
* Partner directly with Ship Bob’s fulfillment center teams to ensure processes, SLAs, and escalations are managed with speed and accountability.
* Lead cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs.
* Serve as a trusted advisor to executive stakeholders at both Ship Bob and the merchant, ensuring visibility into performance, risks, and opportunities.

Success for this role is measured by the ability to build robust operating rhythms , resolve escalations through on-site leadership , and drive expansion outcomes across domestic and international growth.

What you’ll do:

* Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
* Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
* Partner with Operations leaders to track KPIs, implement process improvements, and resolve escalations quickly.
* Run cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects.
* Drive executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
* Act as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans.
* Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
* Comply to all food safety and compliance policies and regulations.
* Additional duties and responsibilities as necessary.

What you’ll bring to the table:
* 8+ years of experience in account management or program management in a supply chain/logistics role.
* Direct project management experience, certifications and training is a bonus.
* Familiarity with fulfillment or warehouse operations to credibly…