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.

The Role

In the Merchant Success Manager role at Fulfil, you will work with our merchants to help them run their e-commerce business. You will serve as the trusted point of contact for a set of accounts, starting at the point of sale and through their entire journey with Fulfil.

You will help them with product adoption as well as getting the best value out of our solution.

To help our merchants achieve their outcomes, Customer Success Managers need to have a strong understanding of the Domain and Product.

The Domain we play in includes E-commerce, retail, online marketplaces like Amazon and platforms like Shopify which is what most of our merchants use to run their business. Having great Product knowledge is also key so candidates who have worked with ERPs or other adjacent technologies tend to have a lower learning curve.

Communication and Stakeholder Management are essential to any customer-facing role so these are the four pillars that make up the core competencies of account management at Fulfil.

To achieve the optimal customer outcome, you'll work closely across Fulfil's implementation, product, and support teams. Part project manager, consultant, product expert, and account manager, you will be continually focused on helping our merchants build efficient businesses at scale.

Fulfilians tend to be a heterogeneous bunch, with different personalities, hobbies and interests but if there is one characteristic we look for in all of our hires it is curiosity. The people who want to learn and learn fast tend to do well here.

What You'll Do

Be the face of Fulfil to our merchants, owning a set of accounts that you will be responsible for increasing product utilization on

Develop executive-level presentations that distil complex ERP concepts into easy-to-digestible content that can be communicated across the enterprise through Quarterly or Semi-Annual Business Reviews

Empathize with every aspect of the merchant experience, putting their needs first while appropriately setting expectations in all situations (i.e. adoption of a module, seasonal planning, escalations, beta feature adoption etc)

Guide and coach merchants along with Fulfil's Product Support team to ensure a delightful end-user experience

Work closely with the implementation team to ensure a seamless transition for new merchants as they go live on Fulfil through their fine-tuning period

Drive long-term product utilization and economic ROI on Fulfil

Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient

Maintain high levels of customer engagement and satisfaction with a focus on customer dedication, partnership and loyalty

You're proactive and resourceful—you don't wait to be told what to do, and you know how to follow through

You love solving complex problems and get excited about making things better—for the team and for the customer

You take ownership and thrive in environments where the bar is high and the learning curve is steep

You're resilient and adaptable—able to stay calm under pressure and comfortable with change

You enjoy using modern tools (ChatGPT, Claude, internal LLMs, Salesforce) to move faster and smarter

You're excited to work with ambitious customers and become a trusted partner in their growth

Bonus Points If You...

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 role and know how to manage tough conversations

Have played with automation or AI tools on your own (we'd love to hear how)

Are excited by complex systems and how things connect—from order flow to accounting

Why join us

You'll get in early at a company solving real problems for real businesses.

You'll take on a steep learning curve and level up faster than you thought possible

You'll be surrounded by kind, sharp, motivated people who expect a lot from each other—and deliver

You'll get hands-on with AI, modern tools, and some of the most innovative brands on the internet

You'll own outcomes, make an impact, and grow into being a Merchant Success Manager

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