Manager, Customer Success

Who we are

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 Manager of our Tier 2 Accounts  to join our team! This person will nurture and lead a team of CSMs, scaling across a portfolio of 200+ merchants. Crucial to the success of our business, this person will be the aggregate voice of our merchant base in Tier 2. 

We are looking for someone who is savvy with strategy and has the ability to design the next phase of this program. This individual ideally has prior experience with people management and a strong understanding of how to drive value through systems automation combined with best-class strategy. 

What you'll do

• Professionally build, document, and implement the execution of Consultative Strategies for your team’s portfolio. 

• Propose, own and direct team-wide initiatives that directly impact the success of Customer Success.

• Own the directive of our multi-product expansion targets with your team and measure outcomes on an on-going basis 

• Communicate clearly and succinctly to stakeholders on Account Reporting: inclusive of Risk + Churn, NRR and Renewals

• Act as an on-going resource and escalation point for the Tier 2 book of business, supporting your team members as well as the needs of our merchants 

• Mobilize your team to deliver best in class experiences to their book of business. This includes delivering on scaled solutions as well as creative problem solving.

• Train CSM team members on consultative best practices, the application of feature implementation, and escalation resolutions.

• Collaborate with connected teams to execute tactical implementation of strategy.

• Craft and report merchant revenue, brand experience, product feedback, and more internally at Recharge.  Champion your merchant portfolio’s needs on an aggregate.

• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and key results 

What you’ll bring:

• 3-5 years of proven success in people management 

• 5+ years of SaaS experience, ideally in Account Management or Customer Success

• Strong leadership to enable, coach, and drive team members to action

• A deep understanding of customer success best practices, particularly centered around growth and retention

• Organized with Project Management Experience; properly orchestrate merchant needs internally & externally on the aggregate

• E-commerce industry, tech-stack and knowledge of subscriptions

• Experience with spearheading large scale initiatives that impact multiple teams

• Expertise dealing with unexpected issues with out-of-the-box solutions

• Established techniques in working with cross-functional peers to achieve company-wide objectives 

• Ability to work remotely and desire to make an impact at a high growth company

• Bachelor's degree or equivalent experience desired 

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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. 

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. This link leads to the Kaiser machine-readable files.

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