Principal Merchant Success Manager

Overview

The Principal Success Manager manages and scales ShipBob's most strategic merchant partnerships, blending account management, operations and program leadership to drive long-term success for ShipBob and its merchants.

What you'll do

• Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy.
• Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
• Partner with Operations leaders to track KPIs, implement process improvements, and resolve escalations quickly.
• Run cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects.
• Drive executive-level engagement by building trusted relationships and presenting performance insights and strategic opportunities.
• Act 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.
• Comply with all food safety and compliance policies and regulations.
• Perform additional duties and responsibilities as necessary.

What you'll need

• 8+ years of experience in account management or program management in a supply chain/logistics role.
• Familiarity with fulfillment or warehouse operations to credibly partner with on-site operations teams and translate operational challenges into merchant-facing solutions.
• Demonstrated track record of managing enterprise-level clients and building executive-level relationships.
• Excellent ability to lead cross-functional projects through ambiguity, influencing without direct authority, with an entrepreneurial mindset.
• Business review and client-facing presentation experience at senior/executive levels.
• Ability to resolve escalations and negotiate solutions under pressure.
• Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, adapting style to executives, cross-functional teams and external partners.
• High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.
• Ability to travel up to 25% of the time.

Nice to have

• Direct project management experience, certifications and training.

Details

• Location: Remote - United States.
• Reports to the Senior Manager, Merchant Success.
• Travel up to 25% of the time.
• Base pay range: $115,496 - $192,493, plus eligibility for a discretionary bonus plan.