Account Manager, Fulfillment at Faire in San Francisco, CA

About Faire Faire is a technology wholesale platform built on the belief that the future is local. Independent retailers around the globe collectively represent a multi-hundred-billion-dollar wholesale market that has historically been fragmented and offline. 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 businesses can grow and local communities can thrive. 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 On-Target Earnings (OTE) Range San Francisco: the pay range for this role is $132,000to $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. 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 Move fast: You'll own meaningful problems that serve customers around the globe with the agency to move fast and see your results clearly. Equipped to scale: We invest in what matters, including the latest enterprise AI tools, to help you work smarter and get more out of every day. Best in class: Our team is full of sharp, kind, and generous colleagues who care about their craft and about helping you grow in yours. Real rewards. Competitive pay, equity, and comprehensive benefits designed to support your life inside and outside of work. Belonging: We're intentional about building an environment where every Faire employee has equal access to opportunities, growth, and success. 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 (https://bit.ly/faire-form) 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 (https://www.faire.com/privacy)