Customer Success Manager

Overview

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.

Please note: 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.

What you will do:

• 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.

What you’ll bring:

• 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.