Principal Merchant Success Manager

ShipBob, Inc.•Moreno Valley, CA

4d•$115,496 - $192,493•Hybrid

About The Position

The Principal Merchant Success Manager plays a critical role in managing and scaling ShipBob’s most strategic merchant partnerships. Sitting at the intersection of account management, operations, and program leadership, this role blends on-site fulfillment expertise with executive-level relationship management to generate long-term success for both ShipBob and our merchants. This role reports to the Director, Merchant Success. This role will: Act as the program lead for assigned top merchants, building and running success frameworks that align operational performance with strategic growth goals. Partner directly with ShipBob’s fulfillment center teams to ensure processes, SLAs, and escalations are managed with speed and accountability. Oversee cross-functional initiatives spanning Success, Operations, Product, and Finance to deliver scalable solutions for complex merchant needs. Serve as a trusted advisor to executive stakeholders at both ShipBob and the merchant, ensuring visibility into performance, risks, and opportunities. Success for this role is measured by the ability to build robust operating rhythms, resolve escalations through on-site leadership, and deliver expansion outcomes across domestic and international growth.

Requirements

8+ years of experience in account management or program management in a supply chain/logistics role.
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.
Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners.
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.

Nice To Haves

Direct project management experience, certifications, and training is a bonus.

Responsibilities

Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
Split time between fulfillment centers and remote work to balance on-site execution with strategic planning.
Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
Partner with Operations leaders on-site to track KPIs, implement process improvements, and resolve escalations quickly.
Oversee cross-functional initiatives that may include network expansion, process pilots, system enhancements, and cost-optimization projects.
Inspire executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
Serve as a liaison between merchants and fulfillment center leadership, translating merchant needs into operational action plans.
Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
Additional duties and responsibilities as necessary