Senior Merchant Success Manager

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.

Hiring timeline: We are actively accepting applications and conducting interviews for this position. The anticipated start date for the selected candidate is February 2027. Location: Remote in United Kingdom

Role Description:

The Senior Merchant Success Managers (Sr MSM) have a mission to provide a world-class experience to grow and retain ShipBob’s enterprise and strategic merchants. They are constantly working to identify and understand their merchants’ unique needs and deliver exceptional value. A Sr. MSM aligns with ShipBob’s more complex middle-market merchants who are expanding into new markets, diversifying their fulfillment, and scaling rapidly. The Sr. MSM will need to be comfortable managing strategic business reviews, communicating both business and industry insights, and driving tactical account planning. Success for a Sr. MSM is building a positive team culture, being a merchant advocate, and aligning strategic relationships at the executive level to establish a trusted partnership and lasting results. This role reports to the Senior Manager of Merchant Success.

What you’ll do:

Work closely with internal stakeholders and team leads to continuously improve the merchant experience.

Increase the average performance and KPIs of your customers’ to ensure a world-class customer experience.

Coach team members to enhance performance to middle market, complex merchants.

Analyze your merchants’ supply chain performance and identify opportunities or risks to help advise proactive countermeasures.

Conduct business reviews and track merchant growth within ShipBob and identify areas for further expansion.

Grow and maintain transparent and strategic relationships at all levels within your merchants.

Additional duties and responsibilities as necessary.

What you’ll bring to the table:

4 - 6 years of experience in sales and merchant services in a related industry.

Business Review experience with internal and external stakeholders.

Demonstrated ability to manage and foster a positive team culture.

Established ability to build consultative and executive-level customer relationships.

Solid conflict resolution abilities and negotiation experience.

Advanced written and verbal communication skills.

Desire to work in a fast-paced environment.

Advanced experience in Microsoft Office Suite.

Perks

& Benefits:

Medical and Wellness Benefits

Life Assurance

Income Protection

Pension Scheme

See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)

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