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Customer Success Manager role driving merchant growth through subscription adoption and consultative guidance
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Customer Success Manager
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Job Location
Job Summary
Recharge is seeking an experienced Customer Success Manager to support merchants with consultative guidance, product expertise, and growth recommendations. The role involves developing relationships with key stakeholders, driving business results through subscription adoption, and aligning with merchant strategic goals. As a Customer Success Manager, you will act as an extension of your merchants, helping them grow their businesses through Recharge features and best-in-class application of the platform. With a minimum of 3-5 years of experience managing enterprise SaaS accounts, you will own your portfolio of merchants, drive renewal contracts, and deliver on-going Business Reviews. You will also collaborate cross-functionally to voice merchant critical business needs and deliver solutions. Recharge offers flexible remote work options, hybrid office arrangements for select locations, $4,000/year travel stipends, and equity in a fast-growing company.
Overview
Recharge is looking for an experienced Customer Success Manager to support our merchants with consultative guidance, product expertise, and growth recommendations. The Customer Success Manager is critical to the success of our business and by working with a portfolio of merchants, you will make an immediate impact by building long term relationships with key stakeholders and helping them to drive business results utilizing subscriptions.
As a Customer Success Manager, you will be responsible for developing and maintaining relationships with some of our most strategic merchants. The primary objective of the role is to act as an extension of your merchants, helping them to grow their businesses through adoption of Recharge features and best in class application of our platform and subscriptions. You will align with your merchants’ strategic goals and help build solutions for their businesses through our suite of products - designed for long term success.
Note: if you are based in Lehi, Utah, Toronto, Ontario or Santa Monica, California, this role would be hybrid (2-3x a week in your respective office). If you are based elsewhere, this role would be remote.
What You'll Do
Take ownership of your portfolio of merchants by developing relationships with all key stakeholders, understanding and supporting them to meet their goals, and providing consultative strategy to aid in their growth
Own the renewal of your merchants’ contracts and ensuring your merchants are getting value from the platform and understand that value ahead of their renewals
Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
Develop a deep understanding of Recharge’s core functionality and newest products to be able to advise merchants on usage, best practices, and implementation of applicable unused features
Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions
Act with a sense of urgency to aid in resolution for merchant issues
Serve as an escalation point to resolve issues and needs, enabling Recharge usage to be more efficient, faster and seamless
Work alongside peers to crowdsource, creatively problem solve and deliver best in class service to our merchants
Proactively participate in virtual and in-person meetings with merchants
Deliver on-going Business Reviews to portfolio of merchants
Have comprehensive knowledge of your portfolio and be able to report on key metrics and updates
What You'll Bring
Ability to work at least 2-3 days/week in one of our offices (Santa Monica, Lehi, or Toronto) if you're based in one of these areas
3-5 years minimum of experience managing enterprise SaaS accounts in a fast paced technology driven company
Experience offering consultative, white glove support to accounts
Experience managing accounts within e-commerce and a passion for the industry
Excellent relationship management, communication and negotiating skills
A sense of urgency and desire to go above and beyond to provide solutions for our customers
Resourcefulness: you'll figure out what needs to be done and find ways to make it happen
Desire to make an impact at a high growth company
A practical approach to address unexpected issues with out-of-the-box solutions
Great oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences
Highly proficient with MS Excel, CSV
Bachelors degree or equivalent experience desired
