At a Glance
- Tasks: Manage a portfolio of growth-stage merchants and drive their success with our subscription platform.
- Company: Recharge, the leading subscription platform for innovative brands.
- Benefits: Competitive salary, flexible time off, health plans, and remote work perks.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Join a dynamic team and make a real impact on eCommerce success stories.
- Qualifications: Experience in SaaS customer success and strong technical understanding.
The predicted salary is between 59400 - 72600 £ per year.
Recharge is the subscription platform for the world's fastest-growing and most innovative brands. Shopify's premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention.
Known for its relentless product innovation and focus on ease of use, Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses.
Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.
Learn more at: getrecharge.com
Overview
We're hiring a Customer Success Manager (Tier 3) to support a growing segment of Recharge merchants who rely on our platform to power critical parts of their eCommerce subscription business. This role is ideal for a CSM who enjoys moving quickly, digging into technical details, and turning customer opportunities into measurable outcomes. you'll own a book of growth-stage merchants and be accountable for retention, adoption, and long-term success.
Our Team: The Tier 3 Customer Success team sits at the intersection of product expertise, merchant strategy, and commercial outcomes. This team stands out for its technical depth, bias toward action, and close partnership with multiple other departments at Recharge. The work this team does directly impacts Recharge's ability to retain and grow merchants as they scale-making it critical to our long-term success.
What you'll do
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Own and manage a book of 50-70 growth-stage merchants, driving strong retention through proactive risk management and customer advocacy
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Build a deep understanding of each merchant's business goals, technical setup, and success metrics to guide meaningful adoption of Recharge features
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Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes
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Partner closely with Sales to support renewals, expansions, and upsell motions through thoughtful account planning and execution
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Use data and customer health signals to prioritize work, identify risk, and uncover growth opportunities
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Act as a trusted guide through support and product-related issues, setting clear expectations and driving resolution efficiently
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Live by and champion our values: Accountability, Collaboration, Iteration and Details
What you'll bring
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Experience managing a book of business with accountability for retention and product adoption in a SaaS environment (eCommerce and Shopify experience strongly preferred).
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Demonstrated technical aptitude, with the ability to quickly learn product behavior, understand integrations or APIs, and explain technical concepts clearly to customers
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Experience supporting customers with semi-complex workflows or technology stacks (eCommerce and Shopify experience strongly preferred)
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Comfort using data and tools like Salesforce, Looker, or similar platforms to assess customer health and inform decisions
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Ability to balance empathy with strong judgment—knowing when to listen and when to drive toward resolution
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Confidence collaborating cross-functionally with Sales, Product, Technical Support, and Implementations to achieve shared outcomes
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A growth mindset and coachability, with comfort receiving and applying feedback in a fast-moving environment
Compensation
Recharge's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package.
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Hiring range in the US
$84,700 USD - $106,000 USD -
Hiring range in Canada
$81,500 CAD - $102,000 CAD
Benefits at a Glance
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Medical, dental and vision plans
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Retirement plan with employer contribution
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Flexible Time Off
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Paid Parental Leave
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Monthly Remote Life and Merchant stipends
Recharge | Instagram | Twitter | Facebook
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.
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Customer Success Manager employer: ReCharge
Recharge is an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration. With a commitment to employee growth, we offer extensive training and development opportunities tailored to enhance your skills in the fast-paced SaaS environment. Located in a vibrant tech hub, our team enjoys a supportive atmosphere that values each member's contributions, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ReCharge. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ReCharge before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ReCharge:Your cover letter is your chance to shine! Tell us why you want to work at ReCharge specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ReCharge!
How to prepare for a job interview at ReCharge
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
