At a Glance
- Tasks: Lead a team to drive merchant success and deliver impactful solutions.
- Company: Join ShipBob, a fast-growing tech company revolutionising ecommerce fulfillment.
- Benefits: Enjoy medical benefits, life assurance, and a supportive work culture.
- Other info: Remote role with a focus on continuous learning and innovation.
- Why this job: Make a real difference in the ecommerce world while growing your career.
- Qualifications: Experience in managing high-performing teams and navigating complex situations.
The predicted salary is between 60000 - 80000 £ per year.
As a member of the ShipBob Team, you will...
Grow with an Ownership Mindset: We champion continuous learning and innovation. You'll take on real problems, create tangible solutions, and drive results that move the needle for ShipBob, our merchants, and for your own professional growth. If you're ready to do the most meaningful work of your career, this is the place.
Collaborate with Peers and Leaders Alike: At ShipBob, leaders are accessible; feedback flows in both directions, and everyone, regardless of their seniority or role, steps up to help when needed. We hold each other to high standards because we trust each other to meet them. That combination of transparency and mutual respect is what makes the work here feel worth doing.
Experience a High-Performance Culture and Clear Purpose: We are results-driven and clear about what that means: our goals are specific, accountability is shared, and every team member can see how their work connects to our mission. When we hit milestones, we celebrate them together. When we fall short, we learn and move forward.
Location: Remote - UK
Role Description: ShipBob is looking for a Senior Manager, Merchant Success to oversee our team of high-performing Merchant Success Managers who serve as strategic partners for ShipBob customers across ecommerce and retail fulfillment channels. The Senior Manager will deliver customer outcomes through proactive consultation and operational rigor—working closely with Operations and Merchants to identify root causes, improve execution, and help merchants scale successfully through omnichannel growth. You’ll also ensure the team connects day-to-day performance to strategic value, helping customers realize the full benefit of ShipBob’s service.
This leader will coach, develop, and enable a team that is accountable for resolving complex issues and escalations, translating merchant needs into clear operational actions, and preventing repeat incidents through structured problem-solving. You’ll guide your team in running effective executive communications, business reviews, and success plans grounded in measurable service outcomes, product adoption, and mutual growth opportunities. You will partner cross-functionally to protect and grow revenue—supporting renewals, risk mitigation, margin health, and expansion—while ensuring operational performance stays strong enough to earn and maintain customer trust. This role reports to the Director, Merchant Success.
What you’ll do:
- Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s strategic accounts.
- Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement.
- Conduct regular 1:1s, pipeline/health reviews, coaching sessions, and career development planning.
- Own team performance across gross and net revenue retention, risk mitigation, margin health, and measurable customer experience outcomes (e.g., service levels, escalation drivers, and operational reliability).
- Support and guide negotiations, renewals, and escalated conversations with executive stakeholders - grounded in operational performance, value delivered, and forward-looking plans.
- Partner cross-functionally to shape customer strategies and steer execution across Operations, Product, and Revenue - addressing underlying operational performance issues while supporting retention and growth.
- Guide your team in building strategic success plans, business reviews, and executive engagement plans focused on measurable service outcomes, product adoption, and mutual growth.
- Act as senior escalation point and coach MSMs to manage service recovery, structured problem-solving, and clear stakeholder communication.
- Oversee credit escalations and margin considerations with sound commercial judgment and alignment to ShipBob policies.
- Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement, reducing repeat escalations, and addressing key operational drivers.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- Experience managing and developing high-performing Success or Account teams.
- Skilled in leading escalations, influencing at the executive level, and navigating ambiguous situations with clarity and confidence.
- Able to translate strategy into operational execution and measurable outcomes.
- Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations—supporting mid-market or enterprise customers.
- Sound business acumen with the ability to interpret P&L impact, pricing levers, and margin considerations.
- Thrives in a high-growth, evolving environment with a bias toward action and continuous improvement.
Perks & Benefits:
- Medical and Wellness Benefits
- Life Assurance
- Income Protection
- Pension Scheme
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: Building the world’s leading full-stack fulfillment platform is challenging work. The problems we solve are complex, the pace is fast, and the bar is high. That means ShipBob’s environment isn’t the right fit for everyone, and that’s okay. If you are ready to take ownership, push boundaries, and grow alongside a team that genuinely supports each other, we would love to hear from you.
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 centre 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.
At ShipBob, every full-time employee gets access to our best-in-class AI and productivity tools from Day 1 at no cost. This isn't a pilot or a perk for select teams. It's standard for everyone. We believe innovation isn't owned by one department. Whether you're in Talent, Operations, Finance, Engineering, or Customer Success, we expect you to ask: how can this be done better, faster, or smarter? These tools are our investment in your ability to find those answers.
ShipBob provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, 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.
Senior Manager, Merchant Success employer: ShipBob
At ShipBob, we pride ourselves on fostering a high-performance culture that champions continuous learning and innovation, making it an exceptional place for professionals seeking meaningful work. Our remote UK team enjoys a collaborative environment where feedback is valued, and every member's contributions are celebrated, ensuring personal and professional growth. With comprehensive benefits and access to cutting-edge AI tools from day one, we empower our employees to drive results and thrive in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Merchant Success
✨Tip Number 1
Network like a pro! Reach out to current or former ShipBob employees on LinkedIn. Ask them about their experiences and any tips they might have for your interview. Personal connections can give you insights that you won't find anywhere else.
✨Tip Number 2
Prepare for the interview by understanding ShipBob's mission and values. Think about how your past experiences align with their high-performance culture and ownership mindset. Be ready to share specific examples of how you've driven results in previous roles.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves navigating complex issues, consider preparing for situational questions. Think through how you would approach challenges and be ready to discuss your thought process during the interview.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. Mention something specific from your conversation to show your genuine interest in the role and the company. It keeps you fresh in their minds!
We think you need these skills to ace Senior Manager, Merchant Success
Some tips for your application 🫡
Show Your Ownership Mindset:When writing your application, make sure to highlight your ownership mindset. Share examples of how you've tackled real problems and created tangible solutions in your previous roles. We love seeing candidates who are proactive and ready to drive results!
Be Authentic and Collaborative:At ShipBob, we value transparency and collaboration. In your application, let your personality shine through! Talk about how you've worked with peers and leaders alike, and how you’ve contributed to a high-performance culture. We want to know how you can fit into our team!
Connect Your Experience to Our Mission:Make sure to connect your past experiences to the role you're applying for. Explain how your skills in Customer Success or Account Management can help us achieve our goals. We’re looking for candidates who understand how their work impacts our mission and can help us grow together.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us that you’re genuinely interested in joining the ShipBob team!
How to prepare for a job interview at ShipBob
✨Understand the Ownership Mindset
Before your interview, take some time to reflect on how you embody an ownership mindset. Think of specific examples where you've taken initiative, solved problems, or driven results in your previous roles. This will show that you align with ShipBob's values and are ready to tackle real challenges.
✨Prepare for Collaborative Scenarios
Since collaboration is key at ShipBob, be ready to discuss how you've worked with peers and leaders in the past. Prepare anecdotes that highlight your ability to give and receive feedback, as well as how you've contributed to a high-performance culture. This will demonstrate your fit within their team-oriented environment.
✨Showcase Your Strategic Thinking
As a Senior Manager, you'll need to connect day-to-day performance to strategic value. Be prepared to discuss how you've translated strategy into operational execution in your previous roles. Bring examples of measurable outcomes you've achieved and how they contributed to overall business goals.
✨Demonstrate Problem-Solving Skills
ShipBob values structured problem-solving, so think of complex issues you've resolved in the past. Be ready to explain your approach to identifying root causes and implementing solutions. Highlight any experience you have in managing escalations and how you ensured clear communication with stakeholders.
