Senior Director, Merchant Success

ShipBob, Inc.

5d•$173,077 - $288,461•Remote

About The Position

As a member of the ShipBob Team, you will... Grow with an Ownership Mindset: We champion continuous learning and proactive innovation. Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth. By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob. Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed. We all set high standards and understand the importance of transparency at all levels. We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights. Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability. We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories. Location: Remote in these states: AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI Role Overview: ShipBob is looking for a Senior Director, Merchant Success to lead our team of supply chain experts who serve as strategic partners to our most important customers. This role is responsible for scaling a high-performing, consultative team delivering long-term value and operational excellence within our Enterprise and Upper Mid-Market merchant segments. The Senior Director will oversee the team responsible for the post-sale customer relationships focused on proactive, insight-led partnerships. The ideal candidate will have a successful track record in full lifecycle success management within the enterprise merchant space, with an emphasis on driving engagement, adoption, and customer advocacy. This role reports to the VP, Merchant Success.

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%.

Responsibilities

Oversee the Enterprise and Upper Mid-Marrket 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.