Title: Manager, Merchant Success
Location: Remote - India
Shift: Night Shift (7:30 PM IST - 4:30 AM IST)
Role Description:
The Manager of Merchant Success will be responsible for the success and growth of ShipBob’s most strategic customer accounts. This role will manage and develop a team of Merchant Success Specialists tasked with driving retention and expansion across our growing base of customers. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on driving engagement, adoption, and advocacy. You will perform live-call coaching, handle escalations, drive team member growth and development, and champion the customer experience. Additionally, this person will manage the team to create strategic account plans & QBRs and help the team expand and build new relationships with executive stakeholders.
What you’ll do:
- Directly manage a team of Merchant Success Specialist and be responsible for driving key targets including merchant growth, retention, and satisfaction.
- Coach the team to create exceptional experiences that deliver value and ROI for ShipBob’s customers, achieving both portfolio and individual development goals.
- Set clear goals and expectations and dedicate yourself to helping the MSMs hit them.
- Hold regular 1:1’s to develop account-based strategies to ensure successful revenue target attainment.
- Seek deep understanding of customer pain points and issues, and champion solutions throughout the organization.
- Personally manage escalations for your direct reports and coach MSSs on how they can handle escalations more effectively.
- Work with MSSs on credit escalations and make final decisions on credit amounts or whether they should be applied.
- Develop a deep understanding of ShipBob’s products, our industry and how our solutions deliver value and ROI for customers.
- Retain and grow the revenue for existing ShipBob customers, owning the net retention rate of your customer base.
- Run key initiatives for margin health with your team.
- Additional duties and responsibilities as necessary.
What you’ll bring to the table:
- At least 5 years of experience managing high-performing direct reports.
- Minimum 10 years of experience in Customer Support, Customer Success or B2B Sales in a SaaS based environment.
- Ability to coach, support, and develop talented Merchant Success Specialists.
- Ability to inspire Merchant Success Specialists to expand and build new relationships with senior business owners and executive stakeholders.
- Promote a customer-centric culture focused on mitigating risk and driving positive revenue outcomes.
Reports to: Sr. Manager, Merchant Success
Perks & Benefits:
- Medical, Term & Accidental Insurance
- All Purpose Leave (casual & sick time): 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance
- Referral Bonus Program
- Fun Culture >>> Check us out on Instagram (@lifeatshipbob)
