Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and oversee a portfolio of 50–70 growth-stage merchants, enhancing retention through proactive risk management and customer advocacy.

• Gain a deep understanding of each merchant’s business objectives, technical configurations, and success metrics to facilitate the adoption of Recharge features.

• Conduct regular business reviews and success planning discussions focused on measurable outcomes.

• Collaborate with Sales on renewals, expansions, and upsell initiatives through strategic account planning and execution.

• Leverage data and customer health indicators to prioritize tasks, identify risks, and discover growth opportunities.

• Assist customers with support and product-related challenges, set clear expectations, and drive efficient resolutions.

• Promote Recharge’s core values of Accountability, Collaboration, Iteration, and Attention to Detail.

⛳️ Requirements

• Proven experience managing a book of business with responsibility for retention and product adoption in a SaaS setting.

• Strong preference for candidates with eCommerce and Shopify experience.

• Demonstrated technical proficiency.

• Ability to swiftly learn product functionalities, comprehend integrations or APIs, and articulate technical concepts clearly to customers.

• Experience assisting customers with moderately complex workflows or technology stacks.

• Proficiency in utilizing data and tools such as Salesforce, Looker, or similar platforms to evaluate customer health and guide decisions.

• Capability to balance empathy with sound judgment.

• Confidence in collaborating across functions with Sales, Product, Technical Support, and Implementations teams.

• Possess a growth mindset and be open to coaching.

• Comfort in receiving and implementing feedback in a dynamic environment.

🏝️ Benefits

• Medical, dental, and vision insurance plans.

• Retirement plan with employer contributions.

• Flexible Time Off policy.

• Paid Parental Leave.

• Monthly stipends for Remote Life and Merchants.

• Compensation structure based on a pay-for-performance philosophy.

• Equity and additional benefits may be included in the overall compensation package.