As a member of the ShipBob 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 ShipBob, 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 ShipBob, 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.

Location: Remote - UK

Role Description:

ShipBob is looking for a Senior Manager, Merchant Success to oversee our team of high-performing Merchant Success Managers who serve as strategic partners for ShipBob customers across ecommerce and retail fulfillment channels. The Senior Manager will deliver customer outcomes through proactive consultation and operational rigor—working closely with Operations and Merchants to identify root causes, improve execution, and help merchants scale successfully through omnichannel growth. You’ll also ensure the team connects day-to-day performance to strategic value, helping customers realize the full benefit of ShipBob’s service.

This leader will coach, develop, and enable a team that is accountable for resolving complex issues and escalations, translating merchant needs into clear operational actions, and preventing repeat incidents through structured problem-solving. You’ll guide your team in running effective executive communications, business reviews, and success plans grounded in measurable service outcomes, product adoption, and mutual growth opportunities. You will partner cross-functionally to protect and grow revenue—supporting renewals, risk mitigation, margin health, and expansion—while ensuring operational performance stays strong enough to earn and maintain customer trust. This role reports to the Director, Merchant Success.

What you’ll do:

Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s strategic accounts.
Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement.
Conduct regular 1:1s, pipeline/health reviews, coaching sessions, and career development planning.
Own team performance across gross and net revenue retention, risk mitigation, margin health, and measurable customer experience outcomes (e.g., service levels, escalation drivers, and operational reliability).
Support and guide negotiations, renewals, and escalated conversations with executive stakeholders - grounded in operational performance, value delivered, and forward-looking plans.
Partner cross-functionally to shape customer strategies and steer execution across Operations, Product, and Revenue - addressing underlying operational performance issues while supporting retention and growth.
Guide your team in building strategic success plans, business reviews, and executive engagement plans focused on measurable service outcomes, product adoption, and mutual growth.
Act as senior escalation point and coach MSMs to manage service recovery, structured problem-solving, and clear stakeholder communication.
Oversee credit escalations and margin considerations with sound commercial judgment and alignment to ShipBob policies.
Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement, reducing repeat escalations, and addressing key operational drivers.
Additional duties and responsibilities as necessary.

What you’ll bring to the table:

Experience managing and developing high-performing Success or Account teams. 
Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence.
Able to translate strategy into operational execution and measurable outcomes.
Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations—supporting mid-market or enterprise customers.
Sound business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.
Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.

Perks & Benefits:

Medical and Wellness Benefits
Life Assurance
Income Protection
Pension Scheme
See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

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We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions.

About You:

Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago.

At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.

We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human.

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.

Senior Manager, Merchant Success

Job details

ShipBob, Inc.