- Company Name
- Fulfil
- Job Title
- Merchant Success Manager - Customer Success
- Job Description
-
**Job title**
Merchant Success Manager – Customer Success
**Role Summary**
Own and grow a portfolio of merchant clients, building trusted relationships with founders and operations leaders. Drive measurable outcomes—merchant health, adoption, and ROI on the Fulfil ERP platform—through cross‑functional collaboration with Product, Implementation, and Engineering. Leverage AI tools and data insights to prioritize, resolve, and communicate complex issues, while influencing product and process improvements.
**Expectations**
- 3–5 years professional experience in a customer‑facing or consulting role, ideally in SaaS, eCommerce, or operations.
- Empathetic, commercially minded, and able to translate merchant pain points into business value.
- Strategic thinker with strong written and verbal communication skills, comfortable speaking to executives.
- Proactive, resourceful, and consistently follows through to outcomes.
- Calm under pressure, thrives in ambiguity, adapts quickly to change.
- Comfortable using modern tools (ChatGPT, Claude, internal LLMs, Salesforce) to accelerate decision‑making.
**Key Responsibilities**
1. Own and expand a portfolio of merchants, establishing deep, trusted relationships.
2. Drive measurable improvements in merchant health, adoption, and ROI on the platform.
3. Partner with founders and executives to streamline operations, optimize workflows, and unlock efficiencies across supply chain, inventory, and accounting.
4. Collaborate cross‑functionally with Product, Implementation, and Engineering to advocate for merchant needs, shape solutions, and remove blockers.
5. Work closely with Support on escalations, ensuring complex issues are prioritized, communicated clearly, and resolved with impact.
6. Lead strategic business reviews (quarterly or semi‑annual) that distill insights, highlight progress, and align stakeholders on next steps.
7. Identify expansion opportunities and influence commercial outcomes to ensure long‑term merchant success.
8. Contribute to the definition and scaling of internal processes, improving the overall merchant experience.
**Required Skills**
- Account & Relationship Management
- Customer Success & Consulting (SaaS, eCommerce)
- Enterprise Operations (inventory, supply chain, accounting)
- Stakeholder Management & Executive Communication
- Strategic Planning & Commercial Acumen
- Problem Solving & Decision Making
- Data Analysis & Insight Extraction
- Salesforce & CRM Proficiency
- AI & LLM Tool Utilization (ChatGPT, Claude, internal LLMs)
- Project Management & Process Improvement
- Adaptability, Calm in Ambiguity, Proactive Initiative
**Required Education & Certifications**
- Bachelor’s degree in Business, Commerce, Management, or related field (or equivalent professional experience).
- Optional: Customer Success certification (CSS), Salesforce certification, or related credentials.