Senior Director, Merchant Success
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Job Description
Senior Director of Merchant Success at ShipBob overseeing strategic account management and leading high-performing teams to drive customer satisfaction and growth.
Responsibilities:
- Oversee the Enterprise and Upper Mid-Market Merchant Success teams, overseeing the satisfaction, retention, and growth of ShipBob’s highest-value customers.
- Set the vision and strategy for managing complex, strategic accounts, ensuring your team delivers proactive, consultative partnerships that drive retention, growth, and advocacy.
- Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement.
- Coach and develop leaders within your team, empowering them to manage C-suite relationships, navigate escalations, and deliver exceptional operational outcomes for our largest merchants.
- Monitor customer health metrics and guide your team in turning insights into actionable strategies that improve merchant experience and business results.
- Build frameworks and processes that enable your team to handle nuanced, one-off deals while translating those learnings into scalable programs and repeatable solutions.
- Partner with senior leadership and cross-functional teams to shape global operating models, ensuring consistency in engagement standards, playbooks, and performance expectations.
- Work with leadership peers to establish a unified, global operating model, ensuring consistent processes, playbooks, merchant engagement standards, and performance expectations that are aligned to the Global Merchant Success framework.
- Partner closely cross-functionally with various teams including Operations and Revenue to deliver a seamless experience for merchants.
- Directly support complex escalations, lending leadership oversight and team coaching to efficiently and effectively mitigate merchant risk.
- Inform and shape product, policy, and process changes by proactively identifying and advocating for both merchant and ShipBob needs and priorities.
- Additional duties and responsibilities as necessary.
Requirements:
- A strategic, customer-obsessed leader with 10+ years of experience in Customer Success or Account Management, ideally within the logistics or e-commerce space.
- Demonstrated track record of exceeding targets and delivering exceptional commercial outcomes for your customers and organization.
- Known for having a bias towards action and being resilient, especially in high-growth, high-change environments.
- Skilled at developing talent and building high-performing, values-aligned teams that thrive on shared accountability.
- Naturally collaborative with a track record of working across functions to unlock value and improve customer outcomes.
- Calm and confident in the face of change; you’re excellent at managing ambiguity and rallying teams through evolving priorities.
- Comfortable operating at the executive level—you bring strong presence, credibility, and communication skills to C-suite conversations, strategic planning sessions, and high-stakes escalations.
- Decisive and thoughtful; you demonstrate solid decision quality and use data to inform direction without getting stuck in analysis paralysis.
- Exceptional at planning and aligning team efforts with broader company goals—translating strategy into execution at scale.
- Deeply customer-focused, with an instinct for putting yourself in the merchant’s shoes and advocating on their behalf.
- Comfortable influencing at every level of the organization, with strong executive presence and communication skills.
- Someone who delivers results through others, with a deep commitment to empowering teams, exceeding goals, and growing the business.
- Ability to travel up to 15%.
Benefits:
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
- See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob)
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