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.
Role Description:
The Principal 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 drive 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 (primarily at Aurora, IL facility) to ensure processes, SLAs, and escalations are managed with speed and accountability.
Lead 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 drive 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 ShipBob’s Aurora fulfillment center (50%) 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.
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.