Account Manager, Fulfillment

Requirements

• We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours
• This role requires equal fluency in relationship management and data-driven storytelling
• 3–5 years of experience in account management, customer success, or strategic partnerships — preferably in a marketplace, logistics, e-commerce, or B2B SaaS context
• Demonstrated track record of owning commercial outcomes (retention, expansion revenue, or upsell) within a named account portfolio
• Strong analytical fluency — able to pull and synthesize data from BI tools (Looker, Mode, Snowflake) to build business cases and executive-level narratives
• Excellent written and verbal communication; comfortable presenting to brand founders and operators with conviction and clarity
• Experience managing escalations and cross-functional coordination under time pressure
• (Desirable) Background in wholesale, retail supply chain, 3PL operations, or fulfillment — understanding of landed cost economics and operational trade-offs is a meaningful differentiator
• (Desirable) Experience at a marketplace or platform company with both buyer and seller stakeholders
• (Desirable) Familiarity with Zendesk, Salesforce, or similar CRM/support tooling
• (Desirable) Comfort with ambiguity and iterative process-building; this role will help define its own playbook

• The Account Manager, Fulfillment owns the post-onboarding relationship for a portfolio of brands enrolled in Fulfilled by Faire
• This is a commercially-oriented role sitting at the intersection of customer success, strategic account management, and operational consulting
• The AM is accountable for brand retention, unlocking addressable SKUs within FbF, and driving the consolidation of non-Faire wholesale volume onto the platform — ultimately increasing FbF's share of each brand's total distribution
• The best AM will translate operational metrics into commercial conversations, coach brands on the cost, ease, and growth benefits of FbF, and proactively identify at-risk accounts before churn signals become churn events
• Own the Q /M  cadence for your portfolio of brands — prepare, deliver, and follow up on structured business reviews that connect FbF operational health to brand revenue outcomes.
  
  Note:
  
  this is specific to Fulfillment, different than BSMs
• BSM = general portfolio of programs and brand perf on Faire, how's it all going, ROI of each program etc
• Fulfillment AM = goal of retention + revenue; then how to coach brands on cost/ease/growth
• Build multi-threaded relationships within brand accounts (founder, ops lead, sales director) to ensure Faire has a durable presence beyond a single point of contact
• Develop and maintain a living account plan for each brand documenting their wholesale strategy, growth goals, pain points, and consolidation opportunity
• Track and surface brand health signals (fulfillment SLA trends, return rates, catalog coverage, order velocity) to shape the review narrative and prioritize interventions
• Maintain a real-time risk register for your portfolio — flag brands showing signs of disengagement (declining order volume, SLA friction, support ticket escalation, low catalog activity) and activate retention protocols before churn is formally triggered
• Lead escalation management for brands experiencing fulfillment issues; coordinate internally with FbF Ops and Warehouse teams to resolve and close the loop with the brand (including post onboarding questions + feedback)
• Build and recommend custom “save” plans for at-risk accounts, including fee concessions, operational audits, and executive engagement where warranted (ie where to offer appeasements and program benefits)
• Conduct structured off-boarding interviews with any brand that churns to capture root cause and feed insights back to product, ops, and leadership
• Map each brand's total wholesale footprint — identify the volume, channels, and retail segments currently fulfilled outside of Faire and quantify the consolidation opportunity
• Build and present a compelling consolidation case tailored to each brand: cost per order comparison (FbF vs. 3PL vs.…