Senior Customer Success Manager - Remote

Overview

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.

In Short

• 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

Requirements

• 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, communication, 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

Benefits

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