Principal Success Manager

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 operational fluency with executive-level relationship management to generate long-term success for both ShipBob and our merchants. This role reports to the Senior Manager, Merchant Success.

What you’ll do:

• 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 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.
• Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships.
• Partner with Operations leaders 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.
• Develop playbooks, SOPs, and reporting frameworks to standardize merchant program delivery across the portfolio.
• Comply to all food safety and compliance policies and regulations.
• Additional duties and responsibilities as necessary.

What you’ll bring to the table:

• 8+ years of experience in account management or program management in a supply chain/logistics role.
• Direct project management experience, certifications and training is a bonus.
• Familiarity with fulfillment or warehouse operations to credibly partner with on-site operations teams and translate operational challenges into merchant-facing solutions.
• Demonstrated track record of managing enterprise-level clients and building executive-level relationships.
• Excellent ability to lead cross-functional projects through ambiguity, influencing without direct authority and entrepreneurial mindset.
• Business review and client-facing presentation experience at senior/executive levels.
• Ability to resolve escalations and negotiate solutions under pressure.
• Demonstrated ability to communicate complex ideas clearly and persuasively, both in writing and verbally, while adapting style to diverse audiences including executives, cross-functional teams, and external partners.
• High proficiency with Microsoft Office Suite, reporting tools, and CRM platforms.
• Ability to travel up to 25% of the time.