Merchant Success Strategy & Ops Manager

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 Description: 

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.  

What you’ll do: 

• 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. 

What you’ll bring to the table:  

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

Perks & 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 >>> https://www.shipbob.com/careers/  
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

ShipBob believes in transparency while providing a competitive total compensation package with a pay for performance approach. The full base pay range for this position in our compensation architecture is $101,629 - $169,381. In addition to base salary, this role includes the opportunity to be eligible for participation in the Company's discretionary bonus plan based on Company's plans and in accordance with Company’s policies. 

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions. 

About You: 

The work we do at ShipBob is both challenging and rigorous, which means our environment isn’t the right fit for everyone, and that’s okay. We welcome energetic high performers who thrive in a dynamic, collaborative, results-driven environment. We value individuals who embrace accountability and humility, push boundaries, and are motivated by challenging work. Every team member, no matter their role or tenure, is expected to roll up their sleeves and tackle the complex problems we face in today’s global supply chain. 

Learn more about our core values and how we perform at a high level in our day-to-day work on our Culture page (https://www.shipbob.com/careers/culture/).

About Us:  

ShipBob is a leading global supply chain and fulfillment technology platform designed for SMB and Mid-Market ecommerce merchants to provide them access to best-in-class capabilities and to deliver a delightful shopper experience. Merchants can outsource their entire fulfillment operations, utilize ShipBob’s proprietary warehouse management system for in-house fulfillment, or take advantage of a hybrid solution across ShipBob’s dozens of fulfillment center network in the United States, Canada, United Kingdom, Europe, and Australia. ShipBob is backed by leading investors like Menlo Ventures, Bain Capital Ventures, Hyde Park Venture Partners, and SoftBank Vision Fund 2, and is one of the fastest-growing tech companies headquartered in Chicago. 

ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis.