Senior Customer Success Manager

Job Description

Recharge is seeking a Senior Customer Success Manager to support top merchants with guidance and expertise. The role involves managing a portfolio of top-tier brands, building relationships with key decision-makers, and providing strategic advice to drive outcomes. This is a hybrid role based in Toronto, requiring 3 days a week in the office.

What this role involves:

• Serving as the primary strategic partner for a portfolio of Recharge’s largest and most complex merchants.
• Owning and leading renewal strategy by demonstrating platform ROI.
• Advising merchants on strategic use of features.
• Acting as a product expert.
• Championing merchant needs across internal teams.
• Resolving issues with urgency and accountability.
• Collaborating with peers to share learnings.
• Facilitating QBRs and EBRs.
• Maintaining a deep understanding of your portfolio.

Requirements:

• 3-5 years of experience managing Enterprise SaaS accounts.
• A consultative mindset and proven track record of supporting strategic accounts.
• Experience managing accounts within e-commerce.
• Excellent relationship management, communication, and negotiation skills.
• Strategic thinking with the ability to translate goals into actionable plans.
• A sense of urgency and desire to go above and beyond.
• Resourcefulness.
• Practical, solutions-oriented approach to navigating ambiguity.
• Strong oral, written, and interpersonal communication skills.
• Proficiency with MS Excel, CSV.
• Bachelor's degree or equivalent experience desired.

What Recharge offers:

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