Merchant Success Strategy & Ops Manager

ShipBob, Inc.

2d•Remote

About The Position

ShipBob is looking for a Merchant Success Strategy & Ops Manager to build, optimize, and scale the operational backbone that powers our Merchant Success Organization. This role will serve as the architect of our core systems, reporting, and operating mechanism – turning fragmented workflows into predictable, data-driven motions that improve retention, forecasting, adoption, and merchant outcomes. You’ll partner closely with Success, Enablement, Operations, Finance, and Revenue leadership to ensure success teams have the insights, tools, and processes they need to manage their books of business with confidence. This is a high-impact role where you’ll bring consistency, clarity, and rigor to how we serve and grow existing merchants, laying the foundation for scalable success across ShipBob. This role reports to the Vice President, Merchant Success.

Requirements

6-7+ years of experience in merchant success/revenue operations or a similar role.
You’ve worked directly with or alongside Customer Success or Revenue organizations, and you understand what it takes to retain and grow existing accounts in a recurring revenue model.
You thrive in environments with ambiguity and enjoy building structure where none exists—creating clarity, order, and measurable outputs.
You think in systems. You can zoom out to diagnose root causes and zoom in to build workflows, tools, and mechanisms that solve problems permanently.
You’re energized by data. You know how to pull insights from dashboards, spot signals, and turn trends into recommendations that drive action.
You’re a builder at heart—someone who’d rather design a scalable process than manage a broken one.
Collaboration comes naturally to you, and you’re skilled at working across functions to align priorities, unlock bottlenecks, and create operating models that work for everyone.
You have a bias for action and the resilience to move forward even when direction isn’t fully defined.
You care deeply about improving the experience for internal teams and merchants, and you take pride in creating tools, processes, and programs that make others more effective.

Nice To Haves

Global mindset? Bonus points. You’re comfortable designing processes that scale across markets, teams, and time zones.

Responsibilities

Build and maintain the reporting, dashboards, and workflows that help Merchant Success understand merchant health, identify risk, forecast renewals, and uncover expansion opportunities.
Design processes and playbooks that standardize how the team manages renewals, pricing conversations, escalations, Success Plans, and Business Reviews.
Stand-up repeatable programs that boost retention and proactive account movement, including merchant forecasting signals, churn prevention motions, and lifecycle engagement frameworks.
Represent Merchant Success in the S&OP process by translating merchant-level insights, demand changes, and forecasting assumptions into inputs that guide internal planning decisions.
Create simple and actionable tools and templates that reduce manual effort and give MSMs more time to focus on strategic, proactive merchant engagement.
Partner closely with Enablement to ensure new processes are introduced with documentation, training, and clear expectations that support adoption and accountability.
Oversee cross-functional alignment by coordinating initiatives that span Success, Operations, Product, Finance, and Support—ensuring ownership, timelines, and outcomes are clearly defined.
Serve as the point person for process, tooling, and reporting questions from the Merchant Success team, reducing one-off requests and improving self-service.
Elevate organizational visibility by producing consistent, data-backed narratives that inform leadership decisions, signal emerging risks, and highlight opportunities for growth.
Own critical operational rhythms—including forecasting cadences, program tracking, and performance reviews—that keep teams focused, informed, and moving in the same direction.
Take on additional projects that support Merchant Success maturity, operational efficiency, and merchant value creation as our organization scales.
Additional duties and responsibilities as necessary.