[Hiring] Senior Customer Success Manager @Recharge

Role Description

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.

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, prioritize, and apply platform capabilities to unlock growth and optimize 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 optimize 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.

Qualifications

• 3-5 years of experience managing Mid-Market or 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.
• Bachelor's degree or equivalent experience desired.

Requirements

• 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.
• Salary range in the US: $105k-135k USD.
• Salary range in Canada: $113k-141k CAD.

Benefits

• Medical, dental and vision plans.
• Retirement plan with employer contribution.
• Flexible Time Off.
• Paid Parental Leave.
• Monthly Remote Life and Merchant stipends.