Customer Success Manager

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