Senior Manager, Enterprise Customer Success

ReCharge Payments; Toronto; Hybrid; CAD 171,000 - 216,000; Full time

Job summary

A leading payments technology company is seeking a Senior Manager of Enterprise Customer Success in Toronto. This role involves overseeing a team of Senior CSMs to enhance customer retention and drive growth for top enterprise clients. The ideal candidate will have substantial experience in SaaS and proven leadership in customer success. The position offers a competitive salary range and benefits.

Benefits

Medical, dental and vision plans

Retirement plan with employer contribution

Qualifications

• 3–5 years of proven success in people management, ideally leading senior-level CSMs.
• 5+ years of SaaS experience with strong foundations in Customer Success or Account Management.
• Demonstrated success working with Enterprise brands and portfolios exceeding $20M in ARR.

Responsibilities

• Lead, coach, and develop a team of Sr. CSMs to deliver measurable customer outcomes.
• Execute and refine customer success strategy for enterprise portfolio, driving retention and growth.
• Collaborate with CS leadership peers on global strategy and best practices.

Skills

Leadership skills

Customer success best practices

Data-driven decision making

Collaboration

Problem-solving

Job description

Senior Manager, Enterprise Customer Success

Overview

We’re looking for a Senior Manager of Enterprise Customer Success to lead and scale a high-performing team of Senior CSMs supporting our most strategic Enterprise merchants. This role is critical to driving retention, expansion, and long-term value for some of the world’s most recognizable brands.

The ideal candidate will bring a strong foundation in Customer Success leadership, ideally within eCommerce SaaS, with proven experience guiding enterprise customers to measurable outcomes. They will work closely with the broader CS leadership team to continuously refine strategy, strengthen best practices, and scale processes across the customer journey.

This is a hybrid role, based out of our Toronto, Ontario office (located downtown in the Core). 3 days per week in the office is expected.

What you’ll do

• Lead, coach, and develop a team of Sr. CSMs to deliver measurable customer outcomes and business impact.
• Execute and refine customer success strategy for our premier enterprise portfolio, driving retention, expansion, and advocacy.
• Collaborate with CS leadership peers to align on global strategy, operational rigor, and journey-based best practices.
• Track, measure, and report on meaningful KPIs and OKRs tied to retention, growth, and team performance.
• Act as the strategic point of escalation and executive sponsor for complex, high-impact merchants.
• Partner cross-functionally with Sales, Product, Technical Services, Marketing, and Engineering to influence roadmap, programs, and merchant experience.
• Champion customer insights and feedback across the organization to ensure alignment and advocacy at scale.

What you’ll bring

• 3–5 years of proven success in people management, ideally leading senior-level CSMs.
• 5+ years of SaaS experience, with strong foundations in Customer Success or Account Management; eCommerce SaaS background strongly preferred.
• Demonstrated success working with Enterprise brands and portfolios exceeding $20M in ARR.
• Deep understanding of customer success best practices with a focus on retention, growth, and customer journey optimization.
• Strong leadership skills with the ability to coach, inspire, and hold teams accountable.
• Experience collaborating at the leadership level to scale strategy, processes, and outcomes across teams.
• Data-driven and comfortable using metrics to guide decisions, measure impact, and improve outcomes.
• Experience navigating complex enterprise accounts and delivering measurable business results.
• Resilience, adaptability, and creative problem-solving in a fast-paced, high-growth 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 Canada - total On Target Earnings: CAD 171,350 OTE – CAD 215,050 OTE

Benefits at a Glance

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

Recharge Payments is an equal opportunity employer. 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.