Senior Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the main strategic collaborator for a selection of Recharge's most significant and intricate merchants.

• Develop and lead renewal strategies by showcasing platform ROI and aligning results with merchants' business objectives.

• Provide guidance to merchants on the strategic utilization of both new and existing features.

• Function as a product authority to assist merchants in leveraging platform capabilities to drive growth and enhance the subscriber experience.

• Advocate for merchant requirements across internal teams while fostering cross-functional collaboration.

• Address issues with promptness and accountability.

• Manage escalations and critical requests, steering resolution paths effectively.

• Work together with colleagues to exchange insights and co-develop solutions.

• Organize QBRs and EBRs to highlight outcomes and identify growth opportunities.

• Monitor portfolio metrics and communicate significant updates to stakeholders.

⛳️ Requirements

• 3-5 years of experience overseeing Mid-Market or Enterprise SaaS accounts within a dynamic technology-focused environment.

• Consultative approach and a proven history of supporting strategic, high-touch accounts.

• Background in managing accounts within the e-commerce sector and a genuine enthusiasm for the industry.

• Exceptional relationship management, communication, and negotiation abilities.

• Strategic mindset with the capability to convert goals into actionable and scalable plans.

• A strong sense of urgency and a commitment to providing solutions for customers.

• Resourceful with the ability to determine necessary actions.

• Eagerness to make a significant impact in a high-growth organization.

• Practical, solution-oriented attitude towards ambiguity and unforeseen challenges.

• Excellent verbal, written, and interpersonal communication skills; capable of engaging with both technical and non-technical audiences.

• Highly skilled in MS Excel and CSV.

• Bachelor's degree or equivalent experience preferred.

• For employment in the US or Canada, sponsorship may be needed in the future as per the application form.

🏝️ 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 Merchant expenses.