Senior Manager, Merchant Success

About the role

ShipBob is seeking a Senior Manager, Merchant Success to lead a high‑performing team of Merchant Success Managers. In this remote UK role you will act as a strategic partner for ShipBob’s ecommerce and retail customers, helping them scale through omnichannel growth while protecting and expanding revenue.

Key responsibilities

• Directly manage, coach and develop a team of Merchant Success Managers supporting strategic accounts.
• Drive customer outcomes through proactive consultation, root‑cause analysis and operational rigor.
• Own team performance metrics such as gross and net revenue retention, risk mitigation, margin health and service‑level outcomes.
• Lead executive communications, business reviews and success plans grounded in measurable service outcomes and product adoption.
• Partner cross‑functionally with Operations, Product and Sales to translate merchant needs into clear operational actions and prevent repeat incidents.
• Support renewals, risk mitigation, margin health and expansion opportunities.

Required profile

• Proven experience managing and developing high‑performing customer‑success or account‑management teams.
• Strong track record of delivering measurable revenue and retention results.
• Excellent communication and executive‑level presentation skills.
• Ability to analyse complex problems, drive structured problem‑solving and influence cross‑functional stakeholders.
• Customer‑centric mindset with a focus on continuous improvement.

Required skills