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Senior Customer Success Manager
Recharge Payments
- Toronto, Ontario, Canada
- Toronto, Ontario, Canada
Über
Recharge is looking for an experienced Senior Customer Success Manager to support our top merchants with consultative guidance, product expertise, and strategic growth recommendations. In this high-impact role, you'll manage a portfolio of top-tier brands, build trusted relationships with key decision-makers, and serve as a strategic advisor focused on driving measurable outcomes.
As a Senior Customer Success Manager, you'll be responsible for developing and maintaining relationships with some of our most strategic merchants. Acting as an extension of their teams, you'll align closely with their business goals and deliver tailored solutions that support long-term success. You'll help merchants grow by guiding adoption of Recharge's features, sharing best practices, and ensuring they unlock the full value of the platform. Your work will directly contribute to the retention, expansion, and continued success of some of the most innovative brands in the DTC space.
Please note: this is a hybrid role, based out of our Toronto office (downtown in the Core). 3 days a week in the office is expected.
What you'll do
Serve as the primary strategic partner for a portfolio of Recharge's largest and most complex merchants, acting as an extension of their teams to help them achieve subscription-led growth
Own and lead renewal strategy by consistently demonstrating platform ROI and aligning outcomes to merchants' business goals
Advise merchants on strategic use of both new and existing features by deeply understanding the platform and tying adoption to measurable business outcomes
Act as a product expert helping merchants understand, prioritize, and apply platform capabilities to unlock growth and optimize the subscriber journey
Champion merchant needs across internal teams, collaborating cross-functionally to surface insights and deliver impactful solutions
Resolve issues with urgency and accountability, ensuring timely support and minimal disruption to merchant operations
Own escalations and critical requests, driving resolution paths that enhance efficiency and optimize platform usage
Collaborate with peers to share learnings, co-create solutions, and continuously raise the bar for merchant success
Facilitate QBRs and EBRs to surface key results, uncover growth levers, and ensure future plans are anchored in business goals.
Maintain a deep understanding of your portfolio, regularly tracking key metrics and sharing meaningful updates with stakeholders
Live by and champion our values: Accountability, Collaboration, Iteration and Details
What you'll bring
3-5 years of experience managing Enterprise SaaS accounts in a fast-paced technology-driven company
A consultative mindset and proven track record of supporting strategic, high-touch accounts
Experience managing accounts within e-commerce and a passion for the industry
Excellent relationship management, project management, communication, presentation, and negotiation skills
Strategic thinking with the ability to translate goals into actionable, scalable plans
A sense of urgency and desire to go above and beyond to provide solutions for our customers
Resourcefulness: you'll figure out what needs to be done and find ways to make it happen
Desire to make a meaningful impact at a high-growth company
Practical, solutions-oriented approach to navigating ambiguity or unexpected challenges
Strong oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences
Highly proficient with MS Excel, CSV
Bachelor's degree or equivalent experience desired
Interview recording & AI notetakers
To protect privacy, legal compliance, and interviewer/candidate experience, recording, transcribing, or using AI notetaker tools during interviews is not permitted without our prior written consent. Handwritten notes are welcome. If you need an accommodation (e.g., captions), email (email protected) before your interview—we'll arrange an approved solution.
Compensation
Recharge's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package.
Hiring range OTE in Toronto
$140,000 CAD - $175,300 CAD (total OTE)
Sprachkenntnisse
- English
Hinweis für Nutzer
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