Merchant Success Manager Customer Success

Fulfil.IO Inc.; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

A modern ERP provider in Toronto is seeking a Merchant Success Manager to build deep, trusted relationships with merchants and drive measurable outcomes across their operations. The ideal candidate should have 3–5 years of customer-facing experience, strong strategic thinking abilities, and comfort with modern tools like Salesforce and AI applications. This role requires you to help ambitious teams scale efficiently with less stress, offering a full-time position with opportunities for growth.

Qualifications

• 3–5 years of experience in a consulting or customer-facing role.
• Empathetic and commercially minded.
• Ability to connect merchant pain points to business value.

Responsibilities

• Own and grow a portfolio of merchants with deep relationships.
• Drive measurable outcomes through improved merchant health.
• Partner with executives to optimize workflows.

Skills

Customer-facing experience

Communication skills

Strategic thinking

Proactivity

Resourcefulness

Tools

Salesforce

ChatGPT

Claude

Job description

About Fulfil

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\u2019re hiring a Merchant Success Manager who actually likes solving messy, real-world problems for growing brands. You\u2019ll work with founders and ops leaders who know their stuff, helping them scale without the chaos.

You\u2019ll 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\u2019re healthier, adopting what works, and running leaner across ops, supply chain, and accounting.

You\u2019ll work with Product, Implementation, and Engineering to push merchant priorities forward and make sure nothing gets lost in translation. You\u2019ll 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\u2019ll 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\u2019ll 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\u2019ll only interview candidates who show creativity and high-agency thinking in their first interaction with Fulfil. Make that first impression count! Linkedin DM\u2019s are great btw.

What You\u2019ll 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 have

• 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\u2019t 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