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Merchant Success Associate

2 weeks ago

Toronto, Ontario, Canada Fulfil Full time $60,000 - $120,000 per year

Job Description

We're looking for a Merchant Success Associate who wants to grow fast by doing meaningful work—learning directly from the sharpest operators in modern commerce while taking ownership of real merchant relationships from day one.

This isn't a "support role"—you'll be on the front lines helping some of the most exciting brands in commerce get the most out of Fulfil. You'll start with a smaller book of business and grow into full Merchant Success Manager responsibilities over time. Along the way, you'll dive deep into merchant operations, solve complex problems, and use AI tools like ChatGPT and Claude to move faster and think smarter.

You'll apprentice under experienced Merchant Success Managers, but this is a hands-on role where you'll work directly with leadership in Miami and Toronto. You'll be responsible for real outcomes—driving adoption, resolving issues, improving merchant health, and helping brands thrive on Fulfil.

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 & the 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 merchant accounts, starting with a small book and scaling up quickly
  • Drive product adoption and help merchants get the most value out of Fulfil
  • Collaborate with merchants on key projects—from new module adoption to seasonal planning to executive reviews
  • Triage escalations, prioritize support tickets, and follow through to resolution
  • Write internal and customer-facing documentation to scale knowledge and reduce friction
  • Identify and drive commercial upsell opportunities
  • Partner closely with Implementation, Support, and Product teams to make sure merchants feel supported and successful
  • Travel to merchant sites as needed to build deep context, trust, and long-term success

Who You Are

  • 1–2 years of professional experience—you're early in your career but hungry to grow fast and take on real responsibility
  • Empathetic towards customers – you have strong customer facing demeanour and can empathize with end users across an organization
  • A proactive, resourceful mindset—you don't wait to be told what to do and always follow through
  • A love for solving complex problems and a drive to improve things—for both the team and the customer
  • A strong sense of ownership—you thrive in high-bar, fast-learning environments
  • Resilience and adaptability—you stay calm under pressure and embrace change
  • Comfort with modern tools—ChatGPT, Claude, internal LLMs, Salesforce—you use them to move faster and smarter
  • A desire to work with ambitious customers and become a trusted partner in their growth

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