Project Manager, Customer Success & Account Management

About the Role

We are looking for a Project Manager to support our Account Management and Customer Success division. In this role you will own the planning and execution of merchant projects, from new merchant launches and service expansions to process changes, integrations and operational improvements for existing accounts. You will be the person who turns a commitment made to a merchant into a delivered result: on time, within scope, and with every internal team aligned.

You will work closely with Account Managers, Warehouse Fulfillment, Transportation, Engineering and Finance teams. A background in logistics or 3PL is a strong asset, but it is not required. We care most about your ability to run structured, cross-functional projects and keep merchants informed and confident throughout.

Role Details:

Salary Range: CAD$85k-100k

Working Arrangement: 4 days in office at our Downtown Toronto office

This is an active vacancy that we are looking to fill immediately.

What You Will Do

Merchant Project Management

• Lead end-to-end delivery of merchant projects, including onboarding and launches, new service or location rollouts, peak season readiness, system integrations and process changes.
• Define project scope, objectives, timelines, milestones, dependencies and resourcing in partnership with Account Management and the merchant.
• Manage scope changes through a clear change control process, assessing impact on timeline, cost and operations.
• Run project kickoffs, working sessions, status meetings and post-launch retrospectives.

Merchant Execution

• Translate merchant requirements and commitments into actionable plans for internal teams, and track them through to completion.
• Coordinate across Operations, Engineering, Product and Finance to make sure every workstream is ready before go-live.
• Monitor execution after launch, track performance against agreed service levels and KPIs, and drive corrective action plans when results fall short.

Stakeholder Communication & Continuous Improvement

• Serve as the main project point of contact for merchants during active projects, providing clear and regular updates.
• Escalate risks and blockers early, with options and recommendations, to internal leadership and merchant stakeholders.
• Prepare project summaries and executive-level updates for Account Management leadership.

• Develop and refine repeatable project frameworks, templates and playbooks for merchant onboarding and execution.

What You Bring

Required

• Project Management Professional (PMP) certification, active and in good standing.
• 3+ years of project management experience leading cross-functional projects with external clients or customers.
• Experience with project management and collaboration tools such as Asana, Jira, Smartsheet or similar, plus Google Workspace.
• Proven ability to manage several concurrent projects with competing priorities and deadlines.
• Strong command of project management methods and tools, including scope definition, scheduling, risk management and change control.
• Excellent written and verbal communication skills, with the confidence to present to merchants and senior internal stakeholders.
• Strong organizational skills and attention to detail, with a habit of following through.
• Comfortable working with data to track progress, measure outcomes and support decisions.

Nice to Have

• Experience in logistics, third-party logistics, supply chain, warehousing, fulfillment or last-mile delivery.
• Familiarity with ecommerce platforms (such as Shopify), warehouse management systems (WMS), transportation management systems (TMS) or system integrations (EDI/API).
• Experience in a Customer Success, Account Management or client services organization.
• Experience in a high-growth or startup environment.

Why Join Us?

We offer a workplace where respect, diversity, and inclusion are the cornerstones of our culture. Our team members are encouraged to bring their authentic selves to work, contributing to our collective mission in their unique ways. Aside from an amazing culture, we also offer competitive salaries and a comprehensive benefits package including health, dental, and vision plans for you and your family. If you are eager to make a difference and contribute to a fast paced exciting environment, we would love to hear from you.

GoBolt is an equal-opportunity employer that recognizes the value and importance of a diverse workforce. GoBolt is committed to providing assistance during all phases of the employment cycle, including recruiting through to the end of the employment relationship. If you require accommodation because of injury, illness, or disability during any portion of GoBolt’s recruiting process, please let us know by contacting your recruiter's point of contact, and we will do everything we can to accommodate you.

At GoBolt, we value innovation and efficiency. We utilize AI-powered tools to assist in the screening and initial assessment of candidates for this position. This helps us focus on your skills and reduces bias. While AI helps us get started, your journey with us is guided by real people. Every final decision is made by a member of our team who values the unique perspective you bring.