Merchant Success Specialist

Title: Merchant Success Specialist

Role Description:

The Merchant Success Specialist (MSS) will join ShipBob’s growing Merchant Success team responsible for understanding the unique strategic needs of each of our merchants and delivering massive value to help facilitate their growth and success. The MSS will either manage a portfolio of Shipbob's medium size merchants or work in tandem on a team to support Shipbob’s largest merchants. They will build and manage strong partnerships by working in concert with our merchants to do the following:

Determine strategic plan in Merchant’s use of ShipBob’s dashboard and fulfillment services.

Set measurable objectives and outcomes to comprise Merchant’s success criteria.

Serve as an escalation point for Merchants when problems arise and work to ensure they are resolved in a timely manner.

Work with Merchants and cross-collaboratively with the ShipBob team to deliver against success criteria.

Build strong relationships through a variety of communication methods, including regular proactive health checks, phone, and email correspondence to ensure a positive business impact.

Own the outcomes of partnership with Merchant, including risk management and demonstrating positive value against success criteria.

What you’ll do:


Understanding Merchant Needs and Goals.

Upon account assignment, uncover what “success” means to a Merchant.

Continually re-evaluate success criteria, needs, and goals of Merchants.


Facilitating Merchant Growth and Success.

Based on Merchant needs and success criteria, develop a dynamic action plan including deliverables by ShipBob and recommendations for Merchant to drive success.


Drive Merchant Use of Key ShipBob Features.

Marry Merchant objectives with ShipBob capabilities to drive use and adoption of key functions and features as part of ShipBob’s offerings.

Risk Management

Nip Issues in the Bud.

Actively monitor merchant health and take quick and decisive action to course-correct.


Involve Key Stakeholders and Teams.

Work closely with the ShipBob Customer Support team to deliver best-in-class Merchant experience.

Help dictate product and services road maps to deliver greater impact to Merchant partners.


Manage a book of approximately 40 merchants or work in tandem with a Merchant Success Manager on a team. Size of books will vary based on merchant size, growth and complexity.

Nail Key Performance Indicators (KPIs):

Revenue Retention: You will receive a target forecast goal for your book of business at the beginning of the quarter. Performance is based on revenue as a percentage to forecast at the end of the quarter.

Logo Retention: Based on percentage of merchants retained in a quarter within the book of business that the MSS manages.

NPS: Maintain high overall NPS score for book of business by understanding merchant needs, where ShipBob can improve and drive solutions for merchants.

Churn: contribute to ShipBob’s company growth through high merchant retention.

Upsell: usher in mutual success for Merchant and ShipBob through adoption of new, key features and services.

Additional duties and responsibilities as necessary.

What you’ll bring to the table:

Very strong written and verbal English communication skills, including the ability to express oneself with confidence.

Minimum 3 years of experience in sales and merchant services in the technology industry.

Keen perceptive intelligence in assessing merchant needs and driving solutions to meet those needs.

Demonstrated ability to communicate effectively through oral, written, and in-person mediums.

Experience collaborating cross-departmentally to deliver comprehensive solutions for merchants.

PowerPoint and Excel skills.

Reports to: Manager of Merchant Success

Perks & Benefits:

Medical, Dental, Vision & Basic Life Insurance

401K Match

Variety of voluntary benefits, such as, short term disability

Competitive Salary, Performance Bonus & Equity

Paid Maternity/Parental Leave Program

Flexible Time Off Program

Referral Bonus Program

Fun Culture >>> Check us out on Instagram (@lifeatshipbob)

Job Type
Full Time
80 days ago

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