ReCharge

USA timezones

Posted on: 04 August 2024

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Customer Success Manager

Who we are

In 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.

Overview

We're looking for a Customer Success Manager to join our team who is resourceful and will use their consultative, critical thinking and people skills to support our Recharge merchants. The Customer Success team is critical to the success of our business and by working with a small portfolio of merchants, you will make an immediate impact building long term relationships and helping them drive business results.

This role will be managing a book of business with primarily West Coast based merchants. We are ideally looking for this candidate to be based in PST or MST timezones.

What you'll do

Live by and champion our values: #accountability, #collaboration, #iteration, #details.
Operate with efficiency under our 3 core pillars of success in Customer Success
- Retention and advocacy
- Revenue growth via NRR
- Feature adoption
Take ownership by providing consultative strategy to aid in the growth of our top merchants
Work alongside peers to crowdsource, creatively problem solve, and deliver best in class service to our merchants
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
Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
Proactively participate in virtual meetings with merchants
Deliver on-going Business Reviews to dedicated book of business

What you’ll bring:

Typically, 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, organization, 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
Ability to work remotely and desire to make an impact at a high growth company
A practical approach to address unexpected issues with out-of-the-box solutions
Highly proficient with MS Excel, CSV
Bachelors degree or equivalent experience desired

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Recharge 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 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. This link leads to the Kaiser machine-readable files.

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