Customer Success Manager responsible for improving partner metrics and collaboration with onboarding and management teams. Working with SaaS platforms for customer engagement and marketing solutions.
About the role
- Senior Customer Success Manager supporting EMEA merchants for Recharge. Building strategic relationships and driving merchant success through effective platform usage.
Responsibilities
- Take 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 growth
- Own the renewal of your merchants’ contracts and ensuring your merchants are getting value from the platform and understand that value ahead of their renewals
- Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
- Develop 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 features
- 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
- Work alongside peers to crowdsource, creatively problem solve and deliver best in class service to our merchants
- Proactively participate in virtual and in-person meetings with merchants
- Deliver on-going Business Reviews to portfolio of merchants
- Have comprehensive knowledge of your portfolio and be able to report on key metrics and updates
- Live by and champion our values: Accountability, Collaboration, Iteration and Details
Requirements
- 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, 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
- Desire to make an impact at a high growth company
- A practical approach to address unexpected issues with out-of-the-box solutions
- Great oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences
- Highly proficient with MS Excel, CSV
- Bachelors degree or equivalent experience desired
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
CRM Analyst focusing on customer satisfaction and engagement strategies. Collaborating with clients and internal teams to optimize CRM services in marketing.
Senior Director of Customer Success managing Safe Software's North American post - sales strategy. Leading proactive Customer Success organization for measurable outcomes and revenue retention.
Customer Success Manager leading customer onboarding and lifecycle in B2B SaaS. Focusing on activation, retention, and expansion for high - value customers.
Strategic Customer Success Manager responsible for customer relationships and ensuring measurable value for Fortune 500 clients. Focused on expanding footprint within complex organizations.
CRM Associate managing dynamic marketing campaigns across customer products at DraftKings. Collaborating with Analytics, Product, and Engineering teams during peak sports moments.
Customer Success Specialist assisting cyclists with inquiries about bicycle insurance products and services. Working closely with the Customer Experience team to support both customers and partners.
Especialista en CRM y BI para Super Food Holding, liderando proyectos de datos y análisis de mercado. Brindando soporte para decisiones estratégicas y gestionando herramientas CRM.
Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
Customer Success Manager at Grata driving growth within Strategic Accounts for private market dealmaking. Engaging with senior stakeholders and ensuring successful delivery of services and solutions.