Customer Success Manager

Customer Success Manager

Join ReCharge Payments as a Customer Success Manager and play a key role in supporting our growing community of merchants. You will manage relationships with growth-stage merchants, ensuring they thrive on our subscription platform.

About the Role

As a Customer Success Manager (Tier 3), you will be responsible for helping merchants optimize their eCommerce subscription businesses. This role is perfect for someone who enjoys working quickly, diving into technical details, and turning customer challenges into positive outcomes. You will be part of a team that combines product expertise with merchant strategy to drive success.

What You'll Do

• Manage a portfolio of 40–60 growth-stage merchants, focusing on retention and customer satisfaction.
• Understand each merchant’s business goals and technical setup to promote effective use of Recharge features.
• Conduct regular business reviews and success planning discussions to align merchant objectives with measurable results.
• Collaborate with Sales to support renewals, expansions, and upselling through strategic account planning.
• Use data and customer health indicators to prioritize tasks, identify risks, and discover growth opportunities.
• Guide customers through support and product-related issues, ensuring clear communication and efficient resolutions.
• Embrace and promote our core values: Accountability, Collaboration, Iteration, and Attention to Detail.

What We're Looking For

• Experience managing a portfolio of clients with a focus on retention and product adoption in a SaaS environment (eCommerce and Shopify experience preferred).
• Technical aptitude with the ability to learn product features quickly and explain technical concepts to customers.
• Experience supporting customers with moderately complex workflows or technology stacks (eCommerce and Shopify experience preferred).
• Comfort using data and tools like Salesforce, Looker, or similar platforms to evaluate customer health.
• Ability to balance empathy with strong judgment, knowing when to listen and when to drive toward solutions.
• Confidence in collaborating with Sales, Product, Technical Support, and Implementations to achieve common goals.
• A growth mindset and openness to feedback in a fast-paced environment.

Nice to Have

• Experience with subscription-based business models.
• Familiarity with customer success metrics and strategies.

What We Offer

Compensation: Our compensation is based on a pay-for-performance philosophy. The salary range for this position is:

• $84,706 USD OTE - $105,882 USD OTE
• $81,882 CAD OTE - $102,353 CAD OTE

Benefits:

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

Recharge Payments is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to any protected status.