Account Manager, Fulfillment at Faire

About Faire Faire is an online wholesale marketplace built on the belief that the future is local — independent retailers around the globe are doing more revenue than Walmart and Amazon combined, but individually, they are small compared to these massive entities. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants. By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. 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. About this role 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. This role requires equal fluency in relationship management and data-driven storytelling. 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. What you’ll do 1. Business Reviews & Brand Relationships • Own the QBR/MBR 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. 2. Churn Prevention & Retention • 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. 3. Consolidation & Non-Faire Wholesale Volume • 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. self-fulfill), SLA reliability benchmarks, and projected net margin impact of migrating volume to FbF. • Develop milestone-based migration plans for brands willing to consolidate, coordinating with Warehouse Ops to ensure capacity and onboarding support. • Track consolidation pipeline and report GMV-at-risk (volume outside Faire) alongside GMV-converted (volume successfully moved to FbF) in your portfolio metrics. 4. Catalog Penetration & Upsell • Audit each brand's active Faire catalog against their full SKU assortment — identify categories, price points, or product lines with low representation on the platform. • Partner with brands to expand catalog depth and breadth, with particular focus on high-velocity SKUs and seasonal assortment that can drive incremental retailer demand. • Position catalog growth as a retention lever: more SKUs in FbF increases platform stickiness and makes brand consolidation structurally harder to reverse Qualifications • 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. Preferred • Background in wholesale, retail supply chain, 3PL operations, or fulfillment — understanding of landed cost economics and operational trade-offs is a meaningful differentiator. • Experience at a marketplace or platform company with both buyer and seller stakeholders. • Familiarity with Zendesk, Salesforce, or similar CRM/support tooling. • Comfort with ambiguity and iterative process-building; this role will help define its own playbook. Salary Range San Francisco: The pay range for this role is $102,000 to $140,500 per year. This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future. Hybrid Faire employees currently go into the office 3 days per week on Tuesdays, Thursdays, and a third flex day of their choosing (Monday, Wednesday, or Friday). Additionally, hybrid in-office roles will have the flexibility to work remotely up to 4 weeks per year. Specific Workplace and Information Technology positions may require onsite attendance 5 days per week as will be indicated in the job posting. Why you’ll love working at Faire • We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process. • We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners. • We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy. • We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality. Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Toronto, London, and New York. To learn more about Faire and our customers, you can read more on our blog. Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression. Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accommodations are available throughout the recruitment process and applicants with a disability may request to be accommodated throughout the recruitment process. We will work with all applicants to accommodate their individual accessibility needs. To request reasonable accommodation, please fill out our Accommodation Request Form ([Upgrade to PRO to see link] Privacy For information about the type of personal data Faire collects from applicants, as well as your choices regarding the data collected about you, please visit Faire’s Privacy Notice ([Upgrade to PRO to see link]