Customer Success Manager, Recharge
New York
3 days a week in office
Subscriptions & recurring payments for eCommerce
Job no longer available
Subscriptions & recurring payments for eCommerce
501-1000 employees
Job no longer available
3 days a week in office
501-1000 employees
Company mission
To create a world where payments are frictionless, and help merchants grow faster.
Role
Who you are
- While Recharge Payments is a remote-first company, we are looking for this person to be able to go into our New York City hub on a hybrid basis (3 times a week) and be able to meet with merchants in person on a regular basis
- 3-5 years minimum of experience in eCommerce, either at a brand or managing accounts at a SaaS company
- 1+ years of experience leveraging CRM tools, ideally with direct Salesforce and Gainsight experience
- Experience in a customer-facing role with accountability for contract renewals
- Proven success using data and analytics to create practical insights to build customer strategic plans
- Excellent communication skills that can apply at all levels of organizations, especially C-level
- Intermediate technical aptitude with the ability to navigate conversations around complex technical concepts
- Excellent resourcefulness and an ability to prioritize competing requests from customers while partnering internally with stakeholders to ensure success
- Ability to work in New York City on a hybrid basis and desire to make an impact at a high-growth company
What the job involves
- The Customer Success Department at Recharge is looking for a New York City-area Customer Success Manager who is driven, resourceful, and will use their consultative, critical thinking, and people skills to support our Recharge Merchant customers
- The Customer Success team is critical to the success of our business, and by working with a portfolio of high-performing merchants, you will make an immediate impact by building long-term relationships and helping them drive business results
- Live by and champion our values: #accountability, #collaboration, #iteration, #details
- Partner with our customers to understand their business objectives and goals, products purchased, challenges, technology stack, and more to ensure retention or contract renewal
- Own the success of a book of business heavily aligned to the New York City area
- Build upon your knowledge of their business to lead strategic conversations regarding data insights, KPIs, value, and overall success with Directors and C-level customer stakeholders, with the ability to attend and host in-person business meetings to accomplish this
- Leverage your customer relationships and product knowledge to ensure product adoption and generate upsell opportunities that support our customers’ growth
- Leverage Salesforce data and other analytics platforms to build a deep understanding of your BoB’s business health and use that data to identify and resolve potential risks
- Engage in quarterly business reviews with customers, often in person, to build and continually update mutual success plans that align business goals to an effective growth strategy
- Attend 1-3 local NYC-based events each quarter hosted by Recharge or our partners
- Through a consultative approach, be an advocate for support and product needs
- Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions
- Maintain clean data within our internal CRM and other systems to ensure that Recharge’s leadership team has accurate information to review
Our take
E-commerce platform Recharge has been in operation since 2014, helping brands set up and manage a subscription business, removing the operational inefficiencies that brands would face when attempting to manage this themselves. Its cloud-based subscription management platform aims to offer merchants flexibility by leading with an API focus.
Recharge’s basic premise has proven a smart one, with the e-commerce subscription market growing substantially since the company was founded. It, of course, rose particularly steeply over the pandemic, with the closure of brick-and-mortar stores, but in general still follows a market trend towards direct-to-consumer relationships, promising a growing market for Recharge going forward.
Success for the company has been clear, with its merchant roster boasting several thousand users, including Harry’s, Oatly, and BrewDog. The sector has attracted substantial funding, with Recharge completing a remarkable funding round in 2021. This came atop its already stable, cash-flow-positive business and supported its further progress as the subscription industry developed. The company is focused on maintaining its strong position, with new updates and improvements to its offering, including Retain, a suite of tools designed to support retention throughout the subscriber lifecycle.
Steph
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (2 rounds)
May 2021
$227m
SERIES B
Jan 2020
$50m
SERIES A
Total funding: $277m
Company benefits
- Equity packages
- 401(k) offering
- 100% coverage for medical, dental, vision, and life insurance for you and your dependents
- $700/mo remote-life stipend
- Monthly stipend to cover health and wellness
- Coworking space
- Subscription products
- Unlimited paid time off
- 16 weeks of paid parental leave to eligible team members
- Team & company retreats: We value making in-person connections. Past locations include San Diego, Vail, Seattle & Orlando
Company HQ
Mid-City, Santa Monica, CA
Leadership
Oisin O'Connor
(CEO)UCLA Economics graduate who worked as an Analyst at Deloitte before co-founding three companies, all centred on commerce and payments.
Michael Flynn
(CTO)Studied Mechanical Engineering at UCLA, before co-founding a number of companies, including Opportunity Green.
Salary benchmarks
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