Merchant Success Manager

Confirmed live in the last 24 hours

ShipBob, Inc.

Remote - India

Hybrid

Posted April 27, 2026

Job Description

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 - India

Role description:

As a Merchant Success Manager (MSM), you will join ShipBob’s growing Merchant Success team that is responsible for understanding the unique strategic needs of our Small and Medium-sized Business (SMB) merchants and delivering value to help facilitate their growth and success. You will be a strategic partner and trusted advisor to a portfolio of ShipBob's merchants and will build solid partnerships through a variety of communication methods, including regular proactive health checks, strategic quarterly business reviews, phone, and email correspondence to ensure a positive business impact. This role reports to the Manager/Sr. Manager of Merchant Success.

Support merchants in achieving success by assisting them in growing their businesses.
Serve as a supply chain consultant for ShipBob’s merchants, and educate them on effective use of our dashboard and sharing best practices to help.
optimize their fulfillment and logistics strategies.
Collaborate with internal ShipBob teams to deliver value to merchants.
Contribute to the outcomes of merchant partnerships, including identifying and mitigating potential risks.
Act as a feedback conduit to gather and relay merchant insights to help drive continuous improvements in ShipBob’s products and services.

What you'll do:

Quickly learn ShipBob’s products and industry to support merchant success, helping demonstrate how our solutions drive customer value and return on investment.
Begin building trusted relationships with merchants, acting as their advocate within ShipBob by listening to their needs and sharing feedback internally to contribute to customer success.
Support the growth and management of a portfolio of approximately 30-35 merchants, assisting in onboarding, adoption, and retention efforts. The size and complexity of the portfolio may vary based on merchant size, business needs and growth trajectories.
Create and implement dynamic account plans that include ShipBob deliverables and provide recommendations that align to a merchant’s business objectives
Support renewals and upsells by clearly demonstrating value and return on investment, encouraging wider use of key ShipBob features
Help spot and address customer issues early, supporting the development of risk mitigation efforts to reduce churn. Respond swiftly to customer concerns and turn challenges into opportunities to build trust.
Achieve key performance indicators (KPIs):
- Support merchant retention and growth by assisting in the identification of at-risk accounts and contributing to churn prevention strategies. Monitor key metrics such as Net Promoter Score (NPS), health score and work with your manager to implement initiatives aimed at improving customer satisfaction and loyalty.
- Assist in driving mutual success for merchants and ShipBob by promoting the adoption of key features and services. Expansion opportunities are tracked using a points system, where higher-value opportunities earn more points.
Support merchant satisfaction by delivering attentive service and helping maintain positive sentiment, with NPS feedback reviewed on a quarterly basis to guide continuous improvement.
Contribute to a positive team culture by actively participating in knowledge sharing and promoting best practices to enhance team performance and customer satisfaction.
Additional duties and responsibilities as necessary.

What you’ll bring to the table:

Proven experience (3+ years) in customer success, account management, or sales within eCommerce, retail-tech, SaaS, or logistics industries - especially with customers in North America, EMEA, and Australia. Familiarity with 3PL, retail B2B, WMS, or omnichannel fulfillment is a strong advantage.
Keen perceptive intelligence coupled with active listening skills to assess merchant needs and drive solutions to meet those needs.
Demonstrated ability to communicate effectively in English through oral, written, and in-person mediums.
Ability to build new relationships with senior business owners and executive stakeholders.
Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.
Demonstrate strong organizational and time management skills by effectively balancing multiple customer accounts, prioritizing tasks, and consistently meeting deadlines
A bachelor's degree is required at minimum.
Proficiency in applications like MS Office is a requisite and knowledge of Atlassian Jira, Salesforce, Power BI are a plus.