• Directly manage, coach, and develop a team of Merchant Success Managers (MSMs) supporting ShipBob’s largest, strategic Upper Mid-Market accounts. • Foster a high-performance, people-first culture focused on accountability, collaboration, and continuous improvement. • Conduct regular 1:1s, pipeline/health reviews, coaching sessions, and career development planning. • Own team performance across gross and net revenue retention, cross-sell pipeline influence, risk mitigation, and margin health. • Support and guide negotiations, renewals, and escalated conversations with executive stakeholders. • Partner cross-functionally to shape customer strategies and solutions across Operations, Product, and Revenue. • Guide your team in building strategic success plans, business reviews, and executive engagement plans focused on delivering customer value. • Act as senior escalation point and coach MSMs to improve resolution strategies and stakeholder communication. • Oversee credit escalations and margin considerations with sound commercial judgment and alignment to ShipBob policies. • Identify, implement, and refine processes and playbooks that enable proactive, insight-led merchant engagement. • Additional duties and responsibilities as necessary.