Senior Engagement Manager

About the Role

We're hiring a Senior Engagement Manager to own the outcome of Fulfil's ERP implementations end-to-end. This is the person who sees the bigger picture, thinks two steps ahead, and makes sure nothing slips through.

You are the single accountable owner for each project you run. You hold the plan, the cadence, scope, readiness, and the go-live decision. You direct a field-based Implementation Consultant and a set of specialist teams (commerce core, integrations, finance) toward one plan, one source of truth, and one clear story for the customer. You are not personally configuring the system or writing the migration scripts - your leverage comes from judgment, sequencing, and the ability to proactively identify and mitigate risks.

You are accountable for the project's success. This is not a basic coordination/project management role - this is an ownership role. You are measured on successful business outcomes, not on whether the plan is tidy and the status is current. If that distinction energizes you rather than frustrates you, please read on.

Location: Toronto, ON (hybrid, in-office 3 days per week)
Type: Full-Time
Travel: None

Compensation: $160,000 - $180,000 CAD

Expected Start Date: Immediately

What You’ll Do 

Own the plan and the outcome

• Set the timeline and forecast launch date that go into the contract, and stand behind them.

• Align with executives on the direction, build a mutual success plan, and stand up every workstream the project needs.

• Keep the project plan reflecting reality, not wishful thinking. Continuously reassess it, name deviations early, and always think two steps ahead.

Run governance and cadence

• Set and run the merchant call cadence, with the right frequency and the right people in the room for that specific merchant.

• Hold scope. Exercise good judgment on when to say no and when to run a change request, and log it either way.

• Manage third-party and partner escalations on commercial and timeline grounds so your specialists can stay focused on execution.

Drive readiness and the go-live decision

• Own cross-pod readiness: internal UAT, merchant data validation sign-off, the dry-run readiness assessment, and the merchant's dry-run sign-off.

• Own the cutover plan and the launch-readiness check, and make the final go-live call on evidence, not optimism.

Orchestrate the specialist teams

• Assign and direct the Implementation Consultant, and pull them in for discovery, dry run, cutover, and launch.

• Sequence the configuration, migration, integration, and finance teams so that parallel work lands in the right order and no seam is left unowned.

Own the relationship and the transition

• Be the owner that merchants and internal teams rely on for clarity and direction from start to completion.

• Know who actually needs to say yes on the merchant side, not just who signed the contract, and read when their team is nodding along in meetings but not adopting the new workflow.

• Communicate in a way that earns the right to deliver hard news later, so that when a date slips or scope gets cut, the merchant trusts the reasoning rather than

• hearing it as a surprise.

• Define exit criteria for post-launch support and hand the relationship to Merchant Success with no knowledge lost. Then look back after each launch to identify patterns and improve the process for the next one.

Who You Are

• 5+ years leading implementations or delivery in complex B2B SaaS, owning outcomes across several concurrent projects (ERP or Supply Chain experience preferred).

• You can hold a single plan across parallel technical workstreams and keep them sequenced without losing the thread.

• A strong systems thinker who understands how order, inventory, fulfillment, and accounting workflows connect, enough to tell a configuration issue from a product gap from a customer dependency.

• A trusted communicator who can lead a merchant, challenge assumptions, and deliver hard news directly and early.

• High ownership, low ego, comfortable being the most accountable person in the room when a project goes sideways.

How We Use AI

Senior Engagement Managers are expected to use AI as a force multiplier. You will:

• Use Fulfil's internal AI tools to pull historical context on similar implementations, prior launch risks, and configuration patterns.

• Use AI to draft and maintain project plans, risk logs, status updates, and post-launch reviews.

• Pressure-test your own plans with AI: what is missing, what is on the critical path, and which risk you have not yet named.

• Feed learnings back into shared playbooks and templates so every future launch runs better.

Bonus Points If You

• Have delivered ERP or WMS implementations before, not just general SaaS.

• Know e-commerce operations well (order management, inventory, fulfillment, EDI, 3PL).

• Bring structured project rigor without falling into a project-management-only mindset.

You Shouldn't Apply If

• You want to coordinate projects rather than own their outcomes.

• You see your job as reporting status rather than driving it.

• You move dates around without understanding the operating or technical consequences.

• You need consensus or perfect information before you make a call.

• You avoid difficult conversations with merchants or internal teams.

• You want a pure people-management role with distance from the actual delivery.

This role rewards judgment, ownership, and the willingness to make hard calls. It is not for everyone, and that is intentional.

About Fulfil

Fulfil is the modern ERP for commerce. Built to power the fastest-growing eCommerce brands, our platform brings together order management, inventory, accounting, and more, turning complex operations into a strategic advantage.

We're trusted by brands like HexClad, Ridge Wallet, Caraway, and Resident, and backed by people who want to change the way merchant operations are run. We believe in deep work, radical accountability, and building tools that let sharp people move faster.

What It's Really Like to Work at Fulfil

We're building the ERP that fast-growing eCommerce brands actually want to use, which means we're taking on entrenched enterprise software with a small, intense team.

Big Tech and VC-backed startups are 400-horsepower engines running at 25% efficiency. They have bloated teams, endless meetings, six months to ship a feature. At Fulfil, we're a 200-horsepower engine running at 100%. We're bootstrapped, profitable, and growing steadily. No permission layers. No "alignment meetings" about alignment meetings. Everyone ships every day.

The work: You'll own meaningful problems with direct customer impact. Our customers run 24/7 operations across time zones, and when they're launching on BFCM or scaling from $10M to $100M, they need us to move fast. That urgency flows downstream. This is high-intensity work with real consequences.

What high-intensity actually means:

• Most weeks are 45 to 55 hours; peak seasons (BFCM, major launches) hit 60+.

• Occasional off-hours calls with our distributed team or for customer launches.

• Long days (10+ hours) aren't uncommon.

• The work doesn't pause even if we try to protect your focus time.

What you get in return:

• Real autonomy over execution (we measure impact, not facetime).

• Ownership of problems that matter to real businesses.

• Unlimited PTO, we actually want you to use (we'd rather you rest than burn out).

• If you've ever felt capable of 10x more than your current environment allows, that gap between your potential and your actual impact is exactly what Fulfil eliminates.

You'll thrive here if you get energy from building something that matters, want ownership over outcomes rather than tasks, are open to regular and direct feedback in public Slack channels, and like moving fast without red tape.

This isn't for you if you need a strict 40-hour boundary, prefer structured oversight, or want work to be a contained part of your life.