Vice President, Merchant Success - Remote

Overview

As a member of the ShipBob Team, you will lead our team of in-house supply chain experts who serve as strategic partners to our most important customers, responsible for building and scaling a high-performing, consultative team that delivers long-term value and operational excellence.

In Short

• Manage, grow, and empower the Merchant Success team.
• Design and execute a customer success strategy.
• Champion customer health by monitoring key metrics.
• Partner cross-functionally with Operations, Product, and Sales.
• Create scalable systems and playbooks for consistent service.
• Serve as the executive sponsor for top-tier merchants.
• Inform and shape product and supply chain roadmaps.
• Foster a high-performance, people-first culture.
• Encourage continuous learning and proactive innovation.
• Collaborate with peers and leaders for mutual success.

Requirements

• 10+ years of experience in Customer Success, Account Management, or Consulting.
• Demonstrated track record of exceeding targets.
• Action-oriented and resilient in high-growth environments.
• Skilled in developing talent and building high-performing teams.
• Collaborative with a track record of working across functions.
• Excellent at managing ambiguity and change.
• Solid decision-making skills using data for direction.
• Exceptional at aligning team efforts with company goals.
• Deeply customer-focused with strong advocacy skills.
• Strong executive presence and communication skills.

Benefits

• Medical, Dental, Vision & 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.
• Comprehensive Benefits Package.
• Opportunity for participation in discretionary bonus plan.
• High-Performing Culture.