Customer Success Manager

• Live by and champion our values: #accountability, #collaboration, #iteration, #details.

Operate with efficiency under our 3 core pillars of success in Customer Success

• Retention and advocacy
• Revenue growth via NRR
• Feature adoption

• Take ownership by providing consultative strategy to aid in the growth of our top merchants
• Work alongside peers to crowdsource, creatively problem solve, and deliver best in class service to our merchants
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions
• Act with a sense of urgency to aid in resolution for merchant issues
• Serve as an escalation point to resolve issues and needs, enabling Recharge usage to be more efficient, faster, and seamless
• Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
• Proactively participate in virtual meetings with merchants
• Deliver on-going Business Reviews to dedicated book of business

• Typically, 3-5 years minimum of experience managing enterprise SaaS accounts in a fast paced technology driven company
• Experience offering consultative, white-glove support to accounts.
• Experience managing accounts within e-commerce and a passion for the industry
• Excellent relationship management, organization, communication, and negotiating skills
• 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
• Ability to work remotely and desire to make an impact at a high growth company
• A practical approach to address unexpected issues with out-of-the-box solutions
• Highly proficient with MS Excel, CSV
• Bachelors degree or equivalent experience desired