Merchant Success Manager - Customer Success

About Fulfil

Fulfil is the modern ERP for commerce. Built to power the fastest-growing eCommerce brands, our platform brings together order management, inventory, accounting, and more—turning complex operations into a strategic advantage.

We’re trusted by brands like HexClad, Ridge Wallet, Caraway, and Resident, and backed by people who want to change the way merchant operations are run. We believe in deep work, radical accountability, and building tools that let sharp people move faster.

About The Role

We'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

Type: Full-Time Hybrid (Up to 3 days a week WFH once ramped; 5 days a week to start during ramp/onboarding)

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 Do

• Own 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 Are

• 3–5 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 environments

• Have used platforms like Shopify, Amazon Seller Central, or WMS tools

• Have worked in a customer-facing SaaS role and know how to manage tough conversations

You Shouldn’t Apply if:

• You don't like context switching -- there is a lot of it in this position

• You prefer routine tasks over end-to-end ownership of solutions

• You’re uncomfortable with fast-paced environments with public feedback, where accountability is high

• You avoid digging deeply into problems

• You aren’t ready to lead projects or help others

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What It’s Really Like to Work at Fulfil

We’re building the ERP that fast-growing eCommerce brands actually want to use, which means we’re taking on entrenched enterprise software with a small, intense team.

Big Tech and VC-backed startups are 400-horsepower engines running at 25% efficiency. They have bloated teams, endless meetings, six months to ship a feature. At Fulfil, we’re a 200-horsepower engine running at 100%. We’re bootstrapped, profitable, and growing steadily. No permission layers. No “alignment meetings” about alignment meetings. Everyone ships everyday.

The work: You’ll own meaningful problems with direct customer impact. Our customers run 24/7 operations across time zones, and when they’re launching on BFCM or scaling from $10M to $100M, they need us to move fast. That urgency flows downstream. This is high-intensity work with real consequences.

What high-intensity actually means:

• Most weeks are 45-55 hours; peak seasons (BFCM, major launches) hit 60+

• Occasional off-hours calls with our distributed team or for customer launches

• Long days (10+ hours) aren’t uncommon

• The work doesn’t pause even if we try to protect your focus time

What you get in return:

• Real autonomy over execution (we measure impact, not facetime)

• Ownership of problems that matter to real businesses

• Unlimited PTO we actually want you to use (we’d rather you rest than burn out)

• If you’ve ever felt like you’re capable of 10x more than your current environment allows you to output, that’s the gap between your potential and your actual impact. Fulfil eliminates that gap.

You’ll thrive here if: you’re the type who gets energy from building something that matters, want ownership over outcomes vs tasks, are open to receiving regular, direct feedback in public Slack channels from multiple people, and like moving fast without red tape.

This isn’t for you if: you need a strict 40-hour boundary, prefer structured oversight, or want work to be a contained part of your life.