Senior Director, Merchant Success

Our Culture

• Grow with an Ownership Mindset:
  We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of Ship Bob.
• Collaborate with Peers and Leaders Alike:
  Ship Bob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all sethigh standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights.
• Experience a High-Performance Culture and Clear
  
  Purpose:
  
  Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories.

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, SD, TN, TX, UT, VA, VT, WA, WI

Ship Bob is looking for a Senior Director, Merchant Success to lead our team of supply chain experts who serve as strategic partners to our most important customers. This role is responsible for scaling a high-performing, consultative team delivering long-term value and operational excellence within our Enterprise and Upper Mid-Market merchant segments. The Senior Director will oversee the team responsible for the post-sale customer relationships focused on proactive, insight-led partnerships.

The ideal candidate will have a successful track record in full lifecycle success management within the enterprise merchant space, with an emphasis on driving engagement, adoption, and customer advocacy. This role reports to the VP, Merchant Success.

• Oversee the Enterprise and Upper Mid-Market Merchant Success teams, overseeing the satisfaction, retention, and growth of Ship Bob’s highest-value customers.
• Set the vision and strategy for managing complex, strategic accounts, ensuring your team delivers proactive, consultative partnerships that drive retention, growth, and advocacy.
• Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement.
• Coach and develop leaders within your team, empowering them to manage C-suite relationships, navigate escalations, and deliver exceptional operational outcomes for our largest merchants.
• Monitor customer health metrics and guide your team in turning insights into actionable strategies that improve merchant experience and business results.
• Build frameworks and processes that enable your team to handle nuanced, one-off deals while translating those learnings into scalable programs and repeatable solutions.
• Partner with senior leadership and cross-functional teams to shape global operating models, ensuring consistency in engagement standards, playbooks, and performance expectations.
• Work with leadership peers to establish a unified, global operating model, ensuring consistent processes, playbooks, merchant engagement standards, and performance expectations that are aligned to the Global Merchant Success framework.
• Partner closely cross-functionally with various teams including Operations and Revenue to deliver a seamless experience for merchants.
• Directly support complex escalations, lending leadership oversight and team coaching to efficiently and effectively mitigate merchant risk.
• Inform and shape product, policy, and process changes by proactively identifying and advocating for both merchant and Ship Bob needs and priorities.
• Additional duties and responsibilities as necessary.

• A strategic, customer-obsessed leader with 10+ years of experience in Customer Success or Account Management, ideally within the logistics or e-commerce space.
• Demonstrated track record of…