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 (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 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.