Principal Merchant Success Manager

As a member of theShip 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
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  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
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  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: This role requires working onsite at our Innovation Center in Forth Worth, TX, at least 50% of the time.

Role

Description:

The Principal Merchant 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 on‑site fulfillment expertise with executive‑level relationship management to generate long‑term success for both Ship Bob and our merchants. This role reports to the Director, 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.
• Oversee 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 deliver 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.
• Split time between fulfillment centers and remote work to balance on‑site execution with strategic planning.
• Conduct regular business reviews (on‑site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
• Partner with Operations leaders on‑site to track KPIs, implement process improvements, and resolve escalations quickly.
• Oversee cross‑functional initiatives that may include network expansion, process pilots, system enhancements, and cost‑optimization projects.
• Inspire executive‑level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
• Serve 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.
• 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.
• On‑site fulfillment or warehouse operations experience, with ability to partner effectively with front‑line and leadership teams.
• Established history of managing enterprise‑level clients and building executive‑level relationships.
• Solid ability to run cross‑functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset.
• Business review and client‑facing presentation experience at senior/executive…