Principal Merchant Success Manager

We are looking for a Principal Merchant Success Manager to manage and scale our most strategic merchant partnerships. The role will act as the program lead for assigned top merchants, build and run success frameworks, and oversee cross-functional initiatives to deliver scalable solutions for complex merchant needs.

Requirements

• 8+ years of experience in account management or program management in a supply chain/logistics role.
• Direct project management experience, certifications, and training is a bonus.
• On-site fulfillment or warehouse operations experience, with ability to partner effectively with front-line and leadership teams.
• Established history of managing enterprise-level clients and building executive-level relationships.
• Solid ability to run cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset.
• Business review and client-facing presentation experience at senior/executive levels.
• Demonstrated ability to resolve escalations and negotiate solutions under pressure.
• High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.
• Ability to work onsite at least 50% of the time at ShipBob's Innovation Center.

Benefits

• Medical, Dental, Vision & Basic Life Insurance
• Paid Maternity/Parental Leave Program
• Paid Holidays & Flexible Time Off Program
• Paid Sick Leave
• Wellness Days (1 day/quarter)
• 401K Match
• Comprehensive Benefits Package