Senior Customer Success Manager

Who we areIn a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie—Recharge doesn’t just help you sell products, we help build buyer routines that last.Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.OverviewRecharge is looking for an experienced Senior Customer Success Manager to support our EMEA merchants with consultative guidance, product expertise, and growth recommendations. The Senior 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 an EMEA Senior Customer Success Manager, you will be responsible for developing and maintaining relationships with some of our most strategic merchants in Europe. 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.Please note : this is a hybrid role based out of our London office; 2-3 days per week in the office is expected. Office location : close to Old Street Station.What you’ll doTake 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 growthOwn the renewal of your merchants’ contracts and ensuring your merchants are getting value from the platform and understand that value ahead of their renewalsDrive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiencesDevelop a deep understanding of Recharge’s core functionality and newest products to be able to advise merchants on usage, best practices, and guide utilization of applicable unused featuresAct as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutionsAct with a sense of urgency to aid in resolution for merchant issuesServe as an escalation point to resolve issues and needs, enabling Recharge usage to be more efficient, faster and seamlessWork alongside peers to crowdsource, creatively problem solve and deliver best in class service to our merchantsProactively participate in virtual and in-person meetings with merchantsDeliver on-going Business Reviews to portfolio of merchantsHave comprehensive knowledge of your portfolio and be able to report on key metrics and updatesWhat you’ll bringAbility to work at least 2-3 days / week in our London office3-5 years minimum of experience managing enterprise SaaS accounts in a fast paced technology driven companyExperience offering consultative, white glove support to accounts.Experience managing accounts within e-commerce and a passion for the industryExcellent relationship management, communication and negotiating skillsA sense of urgency and desire to go above and beyond to provide solutions for our customersResourcefulness : you'll figure out what needs to be done and find ways to make it happenDesire to make an impact at a high growth companyA practical approach to address unexpected issues with out-of-the-box solutionsGreat oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiencesHighly proficient with MS Excel, CSVBachelors degree or equivalent experience desiredBenefits at a GlanceMedical, dental and vision plansRetirement plan with employer contributionFlexible Time OffPaid Parental LeaveMonthlyRemote Life and MerchantstipendsRecharge Payments is an equal opportunity employer. In 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 and CoverageThis 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. This leads to the Kaiser machine-readable files.#LI-Remote #J-18808-Ljbffr