Vice President of Merchant Success, ShipBob
$198.4-330.7k
+ Discretionary Bonus Plan
More information about location
Tech-enabled third-party logistics
Job no longer available
Tech-enabled third-party logistics
1001+ employees
Job no longer available
$198.4-330.7k
+ Discretionary Bonus Plan
More information about location
1001+ employees
Company mission
To provide simple, fast and affordable fulfillment for thousands of brands with an international fulfillment network across the world.
Role
Who you are
- A strategic, customer-obsessed leader with 10+ years of experience in Customer Success, Account Management, or Consulting —ideally within logistics, or e-commerce enablement
- Demonstrated track record of exceeding targets and delivering exceptional commercial outcomes for your customers and your organization
- Known for being action-oriented and resilient, especially in high-growth, high-change environments
- Skilled at developing talent and building high-performing, values-aligned teams that thrive on shared accountability
- Naturally collaborative with a track record of working across functions to unlock value and improve customer outcomes
- Calm and confident in the face of change; you’re excellent at managing ambiguity and rallying teams through evolving priorities
- Decisive and thoughtful; you demonstrate solid decision quality and use data to inform direction without getting stuck in analysis paralysis
- Exceptional at planning and aligning team efforts with broader company goals—translating strategy into execution at scale
- Deeply customer-focused, with an instinct for putting yourself in the merchant’s shoes and advocating on their behalf
- Comfortable influencing at every level of the organization, with strong executive presence and communication skills
- Someone who delivers results through others, with a deep commitment to empowering teams, exceeding goals, and growing the business
What the job involves
- Grow with an Ownership Mindset: We champion continuous learning and proactive innovation
- Team members are encouraged to identify challenges and take ownership of initiatives that drive merchant, company and personal growth
- By tackling complex problems and exploring creative solutions, you won’t just follow a playbook, you’ll be actively building the future of ShipBob
- Collaborate with Peers and Leaders Alike: ShipBob values collaboration and support, where team members and leaders alike are committed to helping each other succeed
- We all set high standards and understand the importance of transparency at all levels
- We’ve created an environment where trust, open communication, and mutual respect motivate our teams to reach new heights
- Experience a High-Performance Culture and Clear Purpose: Our commitment to delivering results creates a goal-driven, high-performance culture where everyone is empowered to contribute to our mission with a clear understanding of their direct impact and accountability
- We measure success in tangible ways, allowing each team member to see the positive outcomes of their work and celebrate shared victories
- ShipBob is looking for a Vice President, Merchant Success to lead our team of in-house supply chain experts who serve as strategic partners to our most important customers
- This role is responsible for building and scaling a high-performing, consultative team that delivers long-term value and operational excellence
- The VP will own the post-sale customer relationship, driving retention and merchant satisfaction by delivering proactive, insight-led partnerships
- Manage, grow, and empower the Merchant Success team—composed of strategic account managers and supply chain consultants—to be trusted advisors for ShipBob’s highest-value customers
- Design and execute a customer success strategy that blends proactive consultation with responsive service to drive retention and advocacy
- Champion customer health by monitoring key metrics (retention, NPS, upsell revenue, etc.) and translating them into action plans that improve the merchant experience
- Partner cross-functionally with Operations, Product, and Sales to ensure our most strategic merchants get maximum value from our platform and services
- Create scalable systems and playbooks that help Merchant Success teams deliver consistent, high-impact service as ShipBob continues to grow
- Serve as the executive sponsor for top-tier merchants and a voice of the customer across the business
- Inform and shape our product and supply chain roadmaps by proactively identifying and advocating for merchant needs and priorities
- Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement
- Other responsibilities as needed
Our take
Global logistics company ShipBob fulfills orders and runs two-day shipping and logistics for thousands of direct-to-consumer eCommerce brands in the US. It was created to provide optimized fulfillment for merchants to free up their time to focus on growing their businesses and providing exceptional customer service.
From the start, ShipBob has concentrated on creating a tight product-market fit, and has expanded from there to develop into a franchise model that has helped manage processes at larger scale. This kind of astute and adaptive strategy no doubt contributed to the company landing substantial investment, and enabled it to capitalize on the general lift eCommerce companies received over the pandemic.
With this strong but slow-burn growth, the company can more easily leverage benefits they offer over competitors like Amazon’s FBA service - namely fewer inventory restrictions, lower fees, and packaging without Amazon branding. As the eCommerce boom settles, the company's pace has slowed down, but the general, continued uptick in eCommerce should see it to future success nonetheless.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$200m
SERIES E
Sep 2020
$68m
SERIES D
Total funding: $334.6m
Company benefits
- Remote-first company with a hybrid, flexible work environment
- Up to 12 weeks of paid leave and 2 weeks of unpaid leave to new parents
- Flexible PTO, Quarterly Wellness Days, and Paid Sick Leave
- Medical, dental, and vision insurance for employees and their dependents
- Short-term and long-term disability, and access to mental health resources
- Referral bonus program
- 401(k) with a company match, and RSUs - vesting starts on the grant date, and no purchase is required
- Pet insurance through Nationwide
Company HQ
West Loop, Chicago, IL
Leadership
Dhruv Saxena
(Co-Founder & CEO)After completing a Masters in Electrical Engineering from Purdue University, Dhruv became a Research Assistant working in writing code in Matlab, C and C++. They were then an Engineer at Lincoln Electric and Software Developer at InContext Solutions.
Divey Gulati
(Co-Founder & COO)After completing a degree in Computer Engineering and an MBA from the University of Illinois, Divey was a Team Leader for the Bank of America, a Consultant for Deloitte and was a Co-Student Director for the Global Consulting Program.
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