Merchant Success Manager

About Ship Monk

Ship Monk isn't just a 3PL; we're a growth partner for merchants. We provide cutting‑edge technology and a network of owned and operated fulfillment centers that empower high‑growth e‑commerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we're on a mission to revolutionize fulfillment by providing everything from the fastest click‑to‑delivery and real‑time inventory to custom solutions—all with a merchant‑first mindset.

We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.

• Global Fulfillment Network:
  Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
• Proprietary Technology:
  We've eliminated the need for tribal knowledge with our AI‑powered platform. It provides a real‑time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
• Unrivaled Support:
  We provide hands‑on, "mom and pop" support with a global reach. Our dedicated teams are on‑site at every fulfillment center, ready to jump into action.
• Transparent Pricing:
  We believe in honest, long‑term partnerships. Our all‑inclusive pricing means predictable costs, with no hidden fees or surprises.
• Committed to the Future:
  We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.

• Merchant‑first:
  We handle the logistics so our merchants can focus on what they do best—growing their business.
• Own it:
  We take ownership of our work, our mistakes, and our successes.
• People make Ship Monk:
  We believe in our team and invest in our people.
• Change the score:
  We challenge the status quo, constantly innovating and improving.
• Get sh
  * t done:
  We're a fast‑paced, high‑growth company that values action and results.

The Merchant Success Manager will be involved in all aspects of the merchant experience. They will focus on our top‑tier accounts. Their main objective is to assist our merchants in the growth and scale of their brands through logistics and operational expertise as well as helping the merchant better understand the full potential of Ship Monk. They must champion a collaborative culture with different business groups and departments, to improve merchant support programs and enhance merchant satisfaction.

• We are an outcome‑driven and merchant‑focused team, emphasizing partnership and long‑term growth.
• We have a deeper level of accountability with our merchants, aligning with their goals rather than just fulfilling your own job obligations.
• We are proactively enabling merchants to succeed using your platform, services, or solutions.
• We are shifting the conversation from simply managing relationships to being a strategic partner in our merchant’s growth.

• Deep dive into each assigned top tier account, learning the business of each merchant.
• Align with the merchant’s goals to better guide and service them.
• Establish long‑standing, trusted relationships with merchants, and develop open and effective channels of communication.
• Update and assist with internal projects for merchants, to increase merchant satisfaction.
• Encourage revenue growth by inspiring merchants to utilize additional services.
• Become the reliable point of contact for each merchant.
• Be involved in day‑to‑day operations to gain a better understanding of how our company is servicing our merchants.
• Become the internal go‑to for questions regarding top tier merchants.
• Provide regular updates to merchants on the progress of their account regarding, but not limited to: order flows, carrier and shipment statistics, client support tickets and inquiries, integrations, recommendations for improvement and growth.

• Minimum three years of experience in a relatable Account Management/Client Success role.
• Must be bilingual in Spanish.
• Minimum one‑year experience in a management position (preferred).
• Must be able…