Senior Merchant Success Manager - Remote in India

About the Role

We are looking for a Senior Merchant Success Manager to join our dynamic team at ShipBob. This remote position allows you to work from India while playing a pivotal role in driving success for our merchants. As a Senior Merchant Success Manager, you will be instrumental in understanding the unique needs of our merchants and delivering exceptional value to facilitate their growth and success.

What You'll Do

• Act as a strategic partner to our merchants, helping them achieve their business goals.
• Develop and manage a portfolio of medium-sized merchants, ensuring their needs are met through proactive engagement.
• Conduct regular health checks and maintain communication through phone and email to foster strong relationships.
• Monitor merchant performance and implement action plans to address any challenges.
• Drive the adoption of key ShipBob features to enhance merchant success and satisfaction.
• Collaborate cross-departmentally to deliver comprehensive solutions tailored to merchant needs.
• Achieve key performance indicators (KPIs) related to revenue retention, logo retention, and churn reduction.
• Contribute to the overall growth of ShipBob through upselling and the introduction of new features.

Requirements

• 6-12 years of experience in Sales, Account Management, Customer Success, or Merchant Services within the technology/SaaS industry.
• Proven experience managing high-revenue enterprise clients, particularly in international markets (North America, EMEA, APAC).
• Excellent written and verbal communication skills in English.
• Strong analytical skills with the ability to assess merchant needs and drive effective solutions.
• Familiarity with tools such as Excel, Outlook, Salesforce, and PowerBI is a plus.

Nice to Have

• Experience in a high-performance culture with a focus on results.
• Ability to work collaboratively in a fast-paced environment.
• Proven track record of achieving sales or retention targets.

What We Offer

• Competitive salary ranging from $90,000 to $120,000 per year.
• Comprehensive medical, term, and accidental insurance.
• Generous leave policies including 12 days of casual/sick leave and 15 days of earned leave.
• Quarterly wellness days and a work-from-home allowance.
• A culture of continuous learning and innovation with opportunities for professional growth.

Join us at ShipBob and be part of a team that values collaboration, accountability, and high performance. We encourage individuals from diverse backgrounds to apply and contribute to our mission of delivering exceptional service to our merchants.