Merchant Success Manager

Job DescriptionWe're hiring a Merchant Success Manager who actually likes solving messy, real-world problems for growing brands. You'll work with founders and ops leaders who know their stuff, helping them scale without the chaos.You'll own a book of merchants and be the person they trust to help them get results — not just check boxes. Your job is to make sure they're healthier, adopting what works, and running leaner across ops, supply chain, and accounting.You'll work with Product, Implementation, and Engineering to push merchant priorities forward and make sure nothing gets lost in translation. You'll get into the weeds of how businesses actually run — inventory, orders, the whole flow — and help them squeeze more out of Fulfil.We move quickly here. You'll use whatever gets the job done, including AI tools like ChatGPT and Claude, to stay sharp and move faster.If you like owning relationships, driving outcomes, and helping ambitious teams scale with less stress, you'll probably like this role.Location: Toronto or Miami (5 days a week in office, with the ability to work from home up to 2 days a week once ramped) Type: Full-Time Travel: Up to 30% across North America & UK Expected Start Date: Immediately 🚨 Please note we’ll only interview candidates who show creativity and high-agency thinking in their first interaction with Fulfil. Make that first impression count! Linkedin DM's are great btw.What You’ll DoOwn and grow a portfolio of merchants—building deep, trusted relationships with some of the sharpest operators in modern commerce.Drive measurable outcomes across your accounts: improved merchant health, faster adoption, and increased ROI on Fulfil.Partner with founders and executives to streamline operations, optimize workflows, and unlock efficiency across supply chain, inventory, and accounting.Collaborate cross-functionally with Product, Implementation, and Engineering to advocate for merchant needs, shape solutions, and remove blockers.Work closely with Support on escalations—ensuring complex issues are prioritized, communicated clearly, and resolved with impact.Lead strategic business reviews (Quarterly or Semi-Annual) that distill insights, highlight progress, and align stakeholders on what’s next.Identify and influence commercial outcomes by uncovering expansion opportunities and ensuring long-term success.Help define and scale internal processes—contributing to how Fulfil continuously improves the merchant experience.Who You Are3–5 years of professional experience in a customer-facing or consulting role, ideally in SaaS, eCommerce, or operations.Empathetic and commercially minded—you understand merchant pain points and know how to connect them to business value.Strategic thinker with strong communication skills—you can simplify complex ideas and speak confidently to executives.Proactive and resourceful—you don’t wait to be told what to do and always follow through to outcomes.Calm under pressure—you thrive in ambiguity and adapt quickly when things change.Comfortable using modern tools—ChatGPT, Claude, internal LLMs, Salesforce—to move faster, think sharper, and deliver more value.Excited by the idea of working with ambitious brands and helping them scale with efficiency and confidence.How we use AI: Use Fulfil’s internal LLM-powered tooling to search through Salesforce data and customer communications to move faster. This allows Merchant Success professionals to surface historical context, prior decisions, and insights within seconds — turning fragmented data into an actionable strategy.Leverage internal GPTs and AI-powered apps to find product guidance, setup steps, and best practices to develop subject matter expertise and work through different merchant scenarios.Apply AI reasoning to simulate “what if” scenarios around operational changes (warehouse shifts, 3PL transitions, EDI onboarding), and make informed decisions.AI drafting for operational artifacts: Use AI to draft workflows, Statements of Work, follow-ups, meeting summaries, and other structured deliverables—helping MSMs communicate clearly and move faster.Nice to haves Have experience working in Accounting, eCom supply chain, or ERP environmentsHave used platforms like Shopify, Amazon Seller Central, or WMS toolsHave worked in a customer-facing SaaS role and know how to manage tough conversationsYou Shouldn’t Apply if:You don't like context switching -- there is a lot of it in this positionYou prefer routine tasks over end-to-end ownership of solutionsYou’re uncomfortable with fast-paced environments with public feedback, where accountability is highYou avoid digging deeply into problemsYou aren’t ready to lead projects or help others