Customer Success Manager (Toronto)

Recharge; Toronto; Hybrid; CAD 94,000 - 118,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

Retirement plan

Flexible time off

Parental leave

Remote stipends

Job summary

Recharge is hiring a Customer Success Manager (Tier 3) to support a growing segment of merchants relying on our platform to power subscription businesses. You’ll own a book of 50–70 growth-stage merchants, focusing on retention, adoption, and long-term success.

This hybrid role is based in Toronto, with three days per week in the office. You’ll work closely with Sales, Product, and Support and use data to guide customers toward measurable outcomes.

Qualifications

• Experience managing a book of business with accountability for retention and product adoption in a SaaS environment.
• Strong analytical skills to monitor health signals and adoption metrics.
• Ability to collaborate across Sales, Product, and Support to drive renewals and expansions.

Responsibilities

• Own and manage a book of 50–70 growth-stage merchants, driving strong retention through proactive risk management and customer advocacy.
• Build a deep understanding of each merchant’s goals, technical setup, and success metrics to guide adoption of Recharge features.
• Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes.
• Partner 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.
• Live by and champion our values: Accountability, Collaboration, Iteration and Details.

Skills

Customer success

SaaS experience

Shopify experience

Data analysis

Cross-functional collaboration

Tools

Salesforce

Looker

Job description

Recharge is the subscription platform for the world’s fastest-growing and most innovative brands. Shopify’s premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention.

Known for its relentless product innovation and focus on ease of use, Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses.

Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.

Learn more at: getrecharge.com

Overview

We’re hiring a Customer Success Manager (Tier 3) to support a growing segment of Recharge merchants who rely on our platform to power critical parts of their eCommerce subscription business. This role is ideal for a CSM who enjoys moving quickly, digging into technical details, and turning customer opportunities into measurable outcomes. You’ll own a book of growth-stage merchants and be accountable for retention, adoption, and long-term success.

Our Team: The Tier 3 Customer Success team sits at the intersection of product expertise, merchant strategy, and commercial outcomes. This team stands out for its technical depth, bias toward action, and close partnership with multiple other departments at Recharge. The work this team does directly impacts Recharge’s ability to retain and grow merchants as they scale—making it critical to our long-term success.

Please note: this is a hybrid role based out of our Toronto office; 3 days per week in the office is expected. Office location: downtown in the Core.

What you’ll do

• Own and manage a book of 50–70 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

• Live by and champion our values: Accountability, Collaboration, Iteration and Details

What you’ll bring

• Ability to work at least 3 days/week in our Toronto office

• 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

• A growth mindset and coachability, with comfort receiving and applying feedback in a fast-moving environment

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 in Toronto
  $94,000 CAD - $118,000 CAD

Benefits at a Glance

• Medical, dental and vision plans

• Retirement plan with employer contribution

• Flexible Time Off

• Paid Parental Leave

• Monthly Remote Life and Merchant stipends

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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.