Customer Success Manager

Who we are

Recharge is the subscription platform for the worlds fastest-growing and most innovative brands. Shopifys 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 20000 brands globally including quip Dr. Squatch Blueland Estrid Oats Overnight Bobbie and more.

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Overview

Were hiring a Customer Success Manager (Tier 3) to support a growing segment of Recharge merchants who rely on our platform to power critical parts of their eCommerce subscription business. This role is ideal for a CSM who enjoys moving quickly digging into technical details and turning customer opportunities into measurable outcomes. Youll own a book of growth-stage merchants and be accountable for retention adoption and long-term success.

The Tier 3 Customer Success team sits at the intersection of product expertise merchant strategy and commercial outcomes. This team stands out for its technical depth bias toward action and close partnership with multiple other departments at Recharge. The work this team does directly impacts Recharges ability to retain and grow merchants as they scalemaking it critical to our long-term success.

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 youll do

• Own and manage a book of 4060 growth-stage merchants driving strong retention through proactive risk management and customer advocacy
• Build a deep understanding of each merchants business goals technical setup and success metrics to guide meaningful adoption of Recharge features
• Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes
• Partner closely with Sales to support renewals expansions and upsell motions through thoughtful account planning and execution
• Use data and customer health signals to prioritize work identify risk and uncover growth opportunities
• Act as a trusted guide through support and product-related issues setting clear expectations and driving resolution efficiently
• Live by and champion our values: Accountability Collaboration Iteration and Details

What youll bring

• Experience managing a book of business with accountability for retention and product adoption in a SaaS environment (eCommerce and Shopify experience strongly preferred)
• Demonstrated technical aptitude with the ability to quickly learn product behavior understand integrations or APIs and explain technical concepts clearly to customers
• Experience supporting customers with semi-complex workflows or technology stacks (eCommerce and Shopify experience strongly preferred)
• Comfort using data and tools like Salesforce Looker or similar platforms to assess customer health and inform decisions
• Ability to balance empathy with strong judgmentknowing when to listen and when to drive toward resolution
• Confidence collaborating cross-functionally with Sales Product and Implementations to achieve shared outcomes
• A growth mindset and coachability with comfort receiving and applying feedback in a fast-moving environment

Interview recording & AI notetakers
To protect privacy legal compliance and interviewer/candidate experience recording transcribing or using AI notetaker tools during interviews is not permitted without our prior written consent. Handwritten notes are welcome. If you need an accommodation (e.g. captions) email before your interviewwell arrange an approved solution.

Compensation

Recharges compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and teamperformance. 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 Toronto (total On Target Earnings)
  $94117 CAD OTE - $117647 CAD OTE

• Medical dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• MonthlyRemote Life and Merchantstipends

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Recharge Payments is an equal opportunity 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. Thislinkleads to the Kaiser machine-readable files.

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