Customer Success Manager, Recharge
More information about location
Subscriptions & recurring payments for eCommerce
Be an early applicant
Subscriptions & recurring payments for eCommerce
501-1000 employees
Be an early applicant
More information about location
501-1000 employees
Company mission
To create a world where payments are frictionless, and help merchants grow faster.
Role
Who you are
- Ability to work at least 2-3 days/week in one of our offices (Santa Monica, Lehi, or Toronto) if you're based in one of these areas
- 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, 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
- Desire to make an impact at a high growth company
- A practical approach to address unexpected issues with out-of-the-box solutions
- Great oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences
- Highly proficient with MS Excel, CSV
- Bachelors degree or equivalent experience desired
What the job involves
- Recharge is looking for an experienced Customer Success Manager to support our merchants with consultative guidance, product expertise, and growth recommendations
- The Customer Success Manager is critical to the success of our business and by working with a portfolio of merchants, you will make an immediate impact by building long term relationships with key stakeholders and helping them to drive business results utilizing subscriptions
- As a Customer Success Manager, you will be responsible for developing and maintaining relationships with some of our most strategic merchants
- The primary objective of the role is to act as an extension of your merchants, helping them to grow their businesses through adoption of Recharge features and best in class application of our platform and subscriptions
- You will align with your merchants’ strategic goals and help build solutions for their businesses through our suite of products - designed for long term success
- Take ownership of your portfolio of merchants by developing relationships with all key stakeholders, understanding and supporting them to meet their goals, and providing consultative strategy to aid in their growth
- Own the renewal of your merchants’ contracts and ensuring your merchants are getting value from the platform and understand that value ahead of their renewals
- Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
- Develop a deep understanding of Recharge’s core functionality and newest products to be able to advise merchants on usage, best practices, and implementation of applicable unused features
- 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
- Work alongside peers to crowdsource, creatively problem solve and deliver best in class service to our merchants
- Proactively participate in virtual and in-person meetings with merchants
- Deliver on-going Business Reviews to portfolio of merchants
- Have comprehensive knowledge of your portfolio and be able to report on key metrics and updates
Our take
Ecommerce 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 eCommerce 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 forwards.
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
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 values
- Day one - Stay ambitious, open-minded, optimistic, and ready to learn. Every day counts towards building the future.
- Ownership - You are accountable to yourself, your peers, and our customers. You believe that your work impacts the mission.
- Empathy - You anticipate the needs of others. You communicate clearly and with care, always striving to do the right thing.
- Humility - Approach every task with an open mind, learning with and from your peers. You value effective collaboration above rank.
Company HQ
Mid-City, Santa Monica, CA
Articles
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
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Recharge
Patrick Sutton (Sr. Director, DEI & Employee Experience)
- You Belong: At Recharge, we are committed to cultivating a culture of inclusion. One where everyone feels they belong. Our culture is a result of our behaviors, our commitment to our values, and our own personal commitment
- Specific initiatives: Currently we have our inclusion hq slack channel that has created a community that will provide a sense of belonging on diverse topics that are impacting marginalized communities and groups from around the world. It’s a highly engaged community channel and it will help bridge any blindspots that we uncover when learning about other communities
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