Customer Success Manager

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Manage a portfolio of strategic e-commerce merchants within Route's Post-Purchase Platform.

• Oversee the complete customer lifecycle, which includes onboarding, adoption, renewals, retention, and contract negotiations.

• Assess account health, renewal risks, and commercial performance to ensure long-term success for merchants.

• Recognize growth opportunities and collaborate with Account Executives to enhance merchant relationships.

• Assist with the migration of legacy contracts by transitioning merchants to standard commercial terms.

• Engage in executive sponsorship programs and promote interaction between Route leadership and key merchant stakeholders.

• Develop trusted relationships through both virtual and in-person customer interactions.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, or a relevant post-sale position, preferably within SaaS, e-commerce technology, fintech, or a similarly intricate B2B setting.

• Proven experience managing renewals, retention, and customer growth objectives for a portfolio of clients.

• Strong commercial insight with the capability to assess account performance, recognize risks, and discover expansion opportunities.

• Outstanding communication skills paired with a proactive, solutions-focused approach to customer management.

• Executive presence and confidence when engaging with senior stakeholders, including founders, executives, and business leaders.

• High emotional intelligence and the skill to navigate complex customer discussions with professionalism and empathy.

• A strong desire for intellectual growth and a commitment to understanding customer businesses, challenges, and objectives.

• A strong sense of ownership with a reputation for reliability, accountability, and follow-through.

🏝️ Benefits

• We cover 95% - 100% of your health insurance premiums for you and your family.

• Options for remote or hybrid work arrangements.

• Unlimited paid time off (PTO).

• 401k matching.

• Clearly defined growth opportunities.

• Learning and development programs.

• Diversity, Equity, and Inclusion (DEI) programs and events.

• Additional benefits.