Senior Customer Success Manager

ReCharge Payments; Toronto; Hybrid; CAD 140,000 - 176,000; Full time

Job summary

A leading subscription platform provider in Toronto is seeking an experienced Senior Customer Success Manager to manage top-tier merchants. You will provide consultative guidance and drive retention strategies, ensuring clients unlock the full value of the platform. The role requires excellent relationship management and strategic thinking skills, with a focus on measurable business outcomes. Offering a hybrid work model, this position contributes to the success of innovative e-commerce brands.

Benefits

Medical, dental, and vision plans

Retirement plan with employer contribution

Qualifications

• 3–5 years of experience managing Enterprise SaaS accounts in a fast-paced technology-driven company.
• Consultative mindset with a track record of supporting high-touch accounts.
• Passion for e-commerce and experience managing accounts in the industry.

Responsibilities

• Serve as the primary strategic partner for a portfolio of Recharge’s largest merchants.
• Advise merchants on strategic use of platform features to unlock growth.
• Collaborate with internal teams to surface insights and deliver solutions.

Skills

Relationship management

Communication skills

Negotiation skills

Strategic thinking

Resourcefulness

Tools

MS Excel

CSV

Job description

Who we are

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.

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, prioritise, and apply platform capabilities to unlock growth and optimise 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 optimise 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

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, 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

Compensation

• Hiring range OTE in Canada: $140,000 CAD - $175,300 CAD (total OTE)

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.