Senior Merchant Success Manager

Confirmed live in the last 24 hours

ShipBob, Inc.

Remote - India

Hybrid

Posted April 29, 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 in India

Working hours: Central Time Zone (US)

Role Description:

The Sr. Merchant Success Manager (Sr. MSM) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSS will manage a portfolio of Shipbob's medium-sized merchants. This role will build and manage solid partnerships by working in concert with our merchants to do the following:

Be a strategic partner with the merchant
Enable merchant to achieve success by helping them grow their business
Serve as an escalation point for Merchants
Work with Merchants and cross-collaboratively with the ShipBob team to deliver against success criteria.
Build solid relationships through regular proactive health checks, phone, and email correspondence to ensure a positive business impact.
Own the outcomes of partnership with Merchant, including risk management and demonstrating positive value against success criteria.

This role reports to Manager/Sr. Manager of the Merchant Success.

What you’ll do:

Understand merchant needs and goals.
Continually re-evaluate success criteria, needs, and goals of merchants.
Facilitate merchant growth and success.
Develop a dynamic action plan including deliverables by ShipBob and recommendations for merchants to drive success.
Drive merchant use of key ShipBob features.
Marry merchant objectives with ShipBob capabilities to drive use and adoption of key functions and features as part of ShipBob’s offerings.
Actively monitor merchant health and take quick and action to course-correct.
Manage a book of approximately 30 merchants(International markets) or work in tandem with a Merchant Success Manager on a team. Size of books will vary based on merchant size, growth and complexity.
Nail Key Performance Indicators (KPIs):
- Revenue Retention: You will receive a target forecast goal for your book of business at the beginning of the quarter. Performance is based on revenue as a percentage to forecast at the end of the quarter.
- Logo Retention: Based on percentage of merchants retained in a quarter within the book of business that the Sr MSM manages.
- Churn: contribute to ShipBob’s company growth through high merchant retention.
- Upsell: usher in mutual success for Merchant and ShipBob through the adoption of new, key features and services.
Additional duties and responsibilities as necessary.

What you’ll bring to the table:

Excellent written and verbal English communication skills, including the ability to express oneself with confidence.
Between 6-12 years of experience in Sales, Account Management, Customer Success or Merchant services in the technology/SaaS industry managing some of the high revenue enterprise clients.
Must have international client handling experience. Especially North American, EMEA or APAC markets.
Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.
Demonstrated ability to communicate effectively through oral, written, and in-person mediums.
Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.
Good to have proficiency on: Excel, Outlook, SalesForce, PowerBi.