Customer Success Manager - Tier 2

ReCharge Payments; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading company in the e-commerce sector is seeking a Customer Success Manager to join their team in Toronto. This hybrid role requires building long-term relationships with a portfolio of merchants to enhance business outcomes. The ideal candidate will have a strong background in SaaS account management and a passion for technology. Benefits include competitive compensation packages, medical and retirement plans.

Benefits

Medical, dental, and vision plans

Retirement plan with employer contribution

Qualifications

• Typically, 3-5 years of experience managing SaaS accounts.
• Proven ability to craft and execute account strategies.
• Excellent relationship management and communication skills.

Responsibilities

• Analyze product usage and performance data to identify trends.
• Provide proactive consultative strategy to aid in merchant growth.
• Drive merchant adoption of new Recharge features.

Skills

Consultative skills

Critical thinking

Relationship management

Negotiating

Tools

Salesforce

Looker

Gainsight

MS Excel

Job description

In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.

Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.

Overview

We're looking for a resourceful Customer Success Manager who will use their consultative, critical thinking and people skills to support our Recharge merchants. The Customer Success team is critical to the success of our business, and by working with a small portfolio of merchants, you will make an immediate impact building long term relationships and helping them drive business results.

Please note: this is a hybrid role, based out of our Toronto, Canada office (downtown in The Core). 3 days a week in the office is expected.

What you’ll do

• Live by and champion our values: #accountability, #collaboration, #iteration, #details.
• Take ownership by providing a proactive, consultative strategy to aid in the growth of our top merchants
• Analyze product usage and performance data to identify trends, risks, and opportunities; turning insights into actionable recommendations.
• Work alongside peers to crowdsource, creatively problem solve, and deliver best in class service to our merchants
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions
• Act with a sense of urgency to aid in resolution for merchant issues
• Serve as an escalation point to resolve issues and needs, enabling Recharge usage to be more efficient, faster, and seamless
• Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
• Proactively participate in virtual meetings with merchants
• Deliver on-going Business Reviews to your dedicated book of business

What you’ll bring

• Typically, 3-5 years minimum of experience managing SaaS accounts in a fast paced technology driven company
• Proven ability to craft and execute account strategies that deliver measurable business outcomes
• A genuine interest in technology and a curiosity to learn how things work—you’re comfortable exploring product features, integrations, and APIs, even if you don’t have a technical background
• Experience offering consultative, white-glove support to accounts.
• Experience managing accounts within e-commerce and a passion for the industry
• Excellent relationship management, organization, communication, and negotiating skills
• 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
• Ability to work remotely and desire to make an impact at a high growth company
• A practical approach to address unexpected issues with out-of-the-box solutions
• Highly proficient with MS Excel, CSV
• Experience running QBRs, success plans, and using tools like Salesforce, Looker, or Gainsight is a plus

Compensation

Recharge’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and teamperformance. 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 in the US (total On Target Earnings, including base and variable pay)
  $80k USD - $110k USD
• Hiring range in Canada (total On Target Earnings, including base and variable pay)
  $80k CAD - $100k CAD

Benefits at a Glance:

• Medical, dental and vision plans
• Retirement plan with employer contribution

Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment.

Transparency in Coverage

This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. Thislink leads to the Kaiser machine-readable files.

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