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ShipBob is a leading global supply chain and fulfillment technology platform that supports SMB and Mid-Market eCommerce merchants. It offers cutting-edge capabilities to ensure a delightful shopper experience. With a focus on enabling merchants to streamline their fulfillment operations, ShipBob is backed by renowned investors and is headquartered in Chicago. The company serves a variety of merchants through its proprietary warehouse management system and maintains a vast network of fulfillment centers across multiple countries, including the United States, Canada, Mexico, the UK, Europe, and Australia.
As the Vice President, Merchant Success, you will play a crucial role within the ShipBob team, leading a group of in-house supply chain experts who serve as strategic partners to the company's most significant customers. Your main responsibility will be building and scaling a high-performing, consultative team that ensures long-term value and operational excellence for both merchants and the company itself. This role also involves managing post-sale customer relationships, emphasizing retention and satisfaction through insight-led partnerships.
In the position of Vice President, Merchant Success, you will:
Manage and Empower the Merchant Success team, comprising strategic account managers and supply chain consultants.
Design and Execute a customer success strategy that incorporates proactive consultation alongside responsive service to foster retention and advocacy.
Champion Customer Health by monitoring key metrics (retention, NPS, upsell revenue, etc.) and translating them into actionable plans for enhancing the merchant experience.
Collaborate Cross-Functionally with Operations, Product, and Sales teams to ensure that strategic merchants receive maximum value from ShipBob’s offerings.
Create Scalable Systems and playbooks that empower Merchant Success teams to provide consistent and impactful service as the company continues to grow.
Serve as the Executive Sponsor for top-tier merchants, representing their needs and priorities across all business functions.
Influence Product and Supply Chain Roadmaps by identifying merchant needs proactively and translating them into business strategies.
Foster a High-Performance Culture that encourages accountability, collaboration, and continuous improvement.
To succeed in this role, applicants should possess:
Over 10 years of experience in Customer Success, Account Management, or Consulting, ideally in the logistics or e-commerce sector.
A proven record of exceeding targets and delivering exceptional outcomes for both customers and the organization.
The ability to be action-oriented and resilient in high-growth, high-change environments.
Experience in developing talent and building robust, high-performing teams aligned with the company's values.
A collaborative nature with a history of working effectively across functions to unlock maximum value.
Comfort in dealing with ambiguity and managing changing priorities while maintaining a calm demeanor.
Strong decision-making skills, backed by data analysis without falling into analysis paralysis.
Exceptional planning capabilities, effectively aligning team efforts with overarching company goals.
A customer-centric approach, including the ability to advocate for merchants’ needs effectively.
Strong communication skills, capable of influencing at all organizational levels and demonstrating executive presence.
The compensation for this role is competitive, with a full base pay range between $198,428 and $330,713. This salary is supplemented by eligibility for the company's discretionary bonus plan based on overall company performance and policies.
ShipBob offers an extensive benefits package aimed at supporting employees' well-being and work-life balance, which includes:
Medical, Dental, Vision, and Basic Life Insurance.
Paid Maternity/Parental Leave Program.
Flexible Time Off Program.
Paid Sick Leave.
Floating Holidays (2 days/year).
Wellness Days (1 day/quarter).
401K match, ensuring long-term financial security for employees.
ShipBob promotes a high-performance culture where team members are encouraged to grow with an ownership mindset. The key to the workplace culture at ShipBob is a commitment to continuous learning, proactive innovation, and collaboration. Employees are motivated to identify challenges and take initiative in driving personal and company growth. Additionally, the company places significant value on defining clear performance metrics and celebrating shared successes as part of their commitment to empowering employees.
The Vice President of Merchant Success role at ShipBob is a strategic leadership position at the intersection of customer satisfaction and operational efficiency. Candidates who share the company’s dedication to fostering a positive work culture while driving tangible outcomes will thrive in this role. With a strong emphasis on collaboration, accountability, and a customer-centric philosophy, this position offers a unique opportunity to shape the future of merchant success within a fast-growing tech company.
This job offer was originally published on himalayas.app
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