At a Glance
- Tasks: Build strong relationships with customers and help them achieve their business goals.
- Company: Join Recurly, a leading SaaS company transforming subscription management.
- Benefits: Enjoy competitive pay, generous leave, training opportunities, and more.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Make a real impact by driving customer success and retention.
- Qualifications: 3-5 years in customer-facing roles with strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
About Recurly
Recurly, Inc. is a SaaS company providing a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Category-defining companies include SoundCloud, citizenM, Experian, Kahoot!, and OS Maps, have chosen Recurly to manage billions of dollars in recurring revenues, future-proof their recurring billing and revenue management, and recover billions of dollars in lost revenue due to churn. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Recurly recovered $1.3 billion in customer revenues in 2024 through its AI-powered platform. In 2025, Recurly acquired Redfast and Prive, unifying billing, engagement, and ecommerce capabilities, and launched Recurly Commerce and Recurly Engage. Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments.
Role
Recurly seeks a Customer Success Manager II who is a skilled relationship builder, strategic advisor, and commercial partner with a proven track record of managing customers across a range of business sizes from growing SMB organisations to more complex enterprise accounts. You will own the post‑sale relationship for a portfolio of customers, serving as their trusted advisor while helping them achieve their desired business outcomes. In this role, you will drive customer adoption, optimisation, retention, and long‑term growth by helping customers realise measurable value from Recurly’s platform. Success requires a deep understanding of your customers’ business objectives, evolving priorities, stakeholder landscape, and operational challenges. You will proactively identify opportunities to increase value, mitigate risk, and strengthen customer partnerships. As a Customer Success Manager II, you will also own the execution of renewals across your portfolio, leading renewal strategy, commercial conversations, retention efforts, and identifying opportunities for expansion to ensure strong business outcomes for both your customers and Recurly. At Recurly, customer success is measured by customer outcomes – their success is your success.
Persona
You are passionate about customer outcomes and take pride in helping customers achieve meaningful business results. You approach customer relationships with curiosity, accountability, and a consultative mindset. You are highly organised, commercially aware, and comfortable navigating conversations with both operational stakeholders and executive leaders. You thrive in fast‑paced environments, enjoy solving complex business challenges, and consistently look for opportunities to improve the customer experience. You balance strategic thinking with strong execution and are motivated by customer retention, growth, and advocacy. You are a confident communicator and presenter who can connect platform capabilities to business outcomes, leverage data to tell compelling stories, and lead discussions around adoption, value realisation, renewals, and growth opportunities.
Key Competencies
- Strategic relationship management
- Executive presence and communication
- Commercial acumen and renewal management
- Risk identification and mitigation
- Customer adoption and value realisation
- Business and technical curiosity
- Cross-functional collaboration and influence
- Strong organisation and prioritisation skills
- Ability to translate data into actionable insights
Responsibilities
- Serve as the primary strategic advisor for a portfolio of SMB and Enterprise customers.
- Develop and maintain strategic account plans by understanding customer business objectives, success criteria, use cases, stakeholder priorities, and industry trends.
- Proactively guide customers toward achieving desired outcomes through adoption, optimisation, and best‑practice recommendations.
- Build and maintain trusted relationships across multiple stakeholder levels, including executive sponsors and decision makers.
- Lead customer engagement activities including business reviews, strategic planning sessions, success plans, and value realisation discussions.
- Monitor customer health, identify risks early, and develop mitigation plans to protect retention and customer satisfaction.
- Own the renewal process from forecasting through execution, including renewal strategy development, commercial conversations, negotiation support, risk mitigation, and accurate forecasting of retention outcomes.
- Identify expansion opportunities and partner with Account Management and Sales teams to drive growth within the customer base.
- Act as the voice of the customer by capturing and communicating product feedback, market trends, and customer needs.
- Partner cross‑functionally with Product, Support, Marketing, Professional Services, and Sales to deliver exceptional customer experiences.
- Contribute to customer advocacy initiatives including references, reviews, case studies, speaking opportunities, and customer events.
- Maintain accurate account plans, success plans, risk assessments, and customer engagement records within CRM and Customer Success platforms.
- Travel to customer sites, industry events, and company meetings as needed.
Qualifications
- 3‑5 years of experience in Customer Success, Account Management, Consulting, or another customer‑facing SaaS role.
- Demonstrated success managing customer relationships, retention, and renewals.
- Experience working with both SMB and Enterprise customers.
- Experience in managing commercial relationships and contracts preferred.
- Ability to navigate organizations with multiple stakeholders and decision‑makers.
- Strong presentation, communication, and executive engagement skills.
- Experience conducting strategic business reviews and value‑based customer conversations.
- Proven ability to identify risks, influence outcomes, and drive customer adoption.
- Experience with CRM and Customer Success platforms (Salesforce, Gainsight, etc.).
- Strong analytical and problem‑solving skills with the ability to connect data to business outcomes.
- Working knowledge of SaaS business models and subscription‑based businesses.
Other perks may include:
- 401(k) Retirement Plan and company match
- 25+ days paid leave + public holidays
- Company Events
- Training/Development
- Tuition reimbursement
- Commuter benefits
- Volunteer opportunities
- Monthly internet stipend
Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com.
Customer Success Manager II employer: Recurly
Recurly is an exceptional employer that prioritises employee growth and development within a dynamic and innovative work culture. As a Customer Success Manager II, you will benefit from a supportive environment that values strategic thinking and customer outcomes, alongside competitive perks such as generous paid leave, training opportunities, and a robust retirement plan. Located in a thriving tech hub, Recurly offers the unique advantage of working with market-leading brands while being part of a collaborative team dedicated to driving meaningful results for customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager II
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to current employees at Recurly. A friendly chat can open doors you didn’t even know existed!
✨Tip Number 2
Prepare for those interviews by knowing your stuff! Research Recurly’s platform and its impact on customer success. Be ready to discuss how you can help clients achieve their goals using your skills. Show them you’re not just another candidate, but the one they need!
✨Tip Number 3
Follow up after your interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your great fit for the role. It shows you’re genuinely interested and keeps you top of mind.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Recurly team. Let’s get you that Customer Success Manager II role!
We think you need these skills to ace Customer Success Manager II
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager II role. Highlight your experience with customer relationships and how you've helped clients achieve their goals, just like we do at Recurly!
Showcase Your Skills:Don’t forget to emphasise your strategic relationship management and communication skills. We love candidates who can connect the dots between our platform capabilities and customer outcomes, so share examples of how you've done this in the past.
Be Data-Driven:Since we value data-driven decision-making, include any relevant metrics or results from your previous roles. Show us how you’ve used data to drive customer success and retention – it’s a big deal for us!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining the Recurly team!
How to prepare for a job interview at Recurly
✨Know Your Customers
Before the interview, research Recurly's customer base and understand their business objectives. Familiarise yourself with how Recurly helps companies like SoundCloud and Experian manage their subscription lifecycles. This will show your potential employer that you’re genuinely interested in their customers' success.
✨Demonstrate Strategic Thinking
Prepare to discuss how you would develop strategic account plans for both SMB and enterprise customers. Think about how you can proactively guide customers towards achieving their desired outcomes and be ready to share examples from your past experiences where you've successfully done this.
✨Showcase Your Communication Skills
As a Customer Success Manager, you'll need to communicate effectively with various stakeholders. Practice articulating complex ideas clearly and confidently. Consider preparing a brief presentation or case study that highlights your ability to connect platform capabilities to business outcomes.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your analytical and problem-solving skills. Prepare to discuss specific instances where you identified risks and developed mitigation plans. Highlight your experience with CRM tools and how you've used data to drive customer adoption and retention.
