• Oversee the Enterprise and Upper Mid-Market Merchant Success teams, overseeing the satisfaction, retention, and growth of ShipBob’s highest-value customers. • Set the vision and strategy for managing complex, strategic accounts, ensuring your team delivers proactive, consultative partnerships that drive retention, growth, and advocacy. • Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement. • Coach and develop leaders within your team, empowering them to manage C-suite relationships, navigate escalations, and deliver exceptional operational outcomes for our largest merchants. • Monitor customer health metrics and guide your team in turning insights into actionable strategies that improve merchant experience and business results. • Build frameworks and processes that enable your team to handle nuanced, one-off deals while translating those learnings into scalable programs and repeatable solutions. • Partner with senior leadership and cross-functional teams to shape global operating models, ensuring consistency in engagement standards, playbooks, and performance expectations. • Work with leadership peers to establish a unified, global operating model, ensuring consistent processes, playbooks, merchant engagement standards, and performance expectations that are aligned to the Global Merchant Success framework. • Partner closely cross-functionally with various teams including Operations and Revenue to deliver a seamless experience for merchants. • Directly support complex escalations, lending leadership oversight and team coaching to efficiently and effectively mitigate merchant risk. • Inform and shape product, policy, and process changes by proactively identifying and advocating for both merchant and ShipBob needs and priorities. • Additional duties and responsibilities as necessary.