Customer Success Manager

📋 Description

• Own and manage a book of 40–60 growth-stage merchants, driving strong retention through proactive risk management and customer advocacy
• Build a deep understanding of each merchant’s business goals, technical setup, and success metrics to guide meaningful adoption of Recharge features
• Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes
• Partner closely with Sales to support renewals, expansions, and upsell motions through thoughtful account planning and execution
• Use data and customer health signals to prioritize work, identify risk, and uncover growth opportunities
• Act as a trusted guide through support and product-related issues, setting clear expectations and driving resolution efficiently

🎯 Requirements

• Experience managing a book of business with accountability for retention and product adoption in a SaaS environment (eCommerce and Shopify experience strongly preferred)
• Demonstrated technical aptitude, with the ability to quickly learn product behavior, understand integrations or APIs, and explain technical concepts clearly to customers
• Experience supporting customers with semi-complex workflows or technology stacks (eCommerce and Shopify experience strongly preferred)
• Comfort using data and tools like Salesforce, Looker, or similar platforms to assess customer health and inform decisions
• Ability to balance empathy with strong judgment—knowing when to listen and when to drive toward resolution
• Confidence collaborating cross-functionally with Sales, Product, Technical Support and Implementations to achieve shared outcomes

🎁 Benefits

• Medical, dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• Monthly Remote Life and Merchant stipends