Account Manager, Fulfillment

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

On-Target Earnings (OTE) Range
San Francisco: the pay range for this role is $132,000 to $181,500 per year.

This role will also be eligible for equity and benefits. Actual On-Target Earnings (OTE) will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The OTE range provided is subject to change and may be modified in the future.