KU
Client Success Manager at KUBRA leveraging innovative products to enhance customer satisfaction and drive business growth. Engaging with clients to manage relationships and deliver exceptional value.
About the role
- 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 (primarily at Aurora, IL facility) to ensure processes, SLAs, and escalations are managed with speed and accountability
- Run 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
- Build robust operating rhythms, resolve escalations through on-site leadership, and push expansion outcomes across domestic and international growth
- Serve as the primary program owner for top enterprise merchants, ensuring both day-to-day performance and long-term strategy
- Split time between ShipBob’s Aurora fulfillment center (50%) and remote work to balance on-site execution with strategic planning
- Conduct regular business reviews (on-site and virtual) to provide performance updates, align on goals, and strengthen partnerships
- Partner with Operations leaders on-site to track KPIs, implement process improvements, and resolve escalations quickly
- Oversee cross-functional initiatives that may include network expansions, process pilots, system enhancements, and cost-optimization projects
- Spur 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
- Report to the Director, Merchant Success and perform additional duties as necessary
Requirements
- 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
- On-site fulfillment or warehouse operations experience, with ability to partner effectively with front-line and leadership teams
- Established 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
Benefits
- Medical, Dental, Vision & Basic Life Insurance
- Paid Maternity/Parental Leave Program
- Flexible Time Off Program
- Paid Sick Leave
- Floating Holidays (2 days/year)
- Wellness Days (1 day/quarter)
- 401K Match
- Comprehensive Benefits Package >>> https://www.shipbob.com/careers/
- Opportunity to be eligible for participation in the Company's discretionary bonus plan
- Competitive total compensation package with a pay for performance approach
- Check us out on Instagram (@lifeatshipbob)
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