Principal Merchant Success Manager

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: This role requires working onsite at our Innovation Center in North Aurora, IL at least 50% of the time. Role Description: 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. What you’ll do: 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. Comply to all food safety and compliance policies and regulations. Additional duties and responsibilities as necessary What you’ll bring to the table: 8+ years of experience in account management or program management in a supply chain/logistics role. Direct project management experience, certifications, and training is a bonus. 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. 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. We are targeting a salary range of $115,496 - $145,000 for this role. The full base pay range for this position in our compensation architecture is $115,496 - $192,493. 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: 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. 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. 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. We may use AI-powered tools during our interview process to support things like notetaking and organizing feedback so our teams can stay focused on getting to know you. These tools help create a more consistent and thoughtful experience. That said, every hiring decision is made by a human. 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, c ompensation and training. There is no deadline to apply for this position, as ShipBob accepts applications on an ongoing basis .