About the role

Senior Customer Success Manager focused on client engagement and subscription growth for Recurly. Managing customer relationships and driving strategic outcomes through effective partnership and support.

Responsibilities

Consultative, proactive partner aligned to help clients achieve their use cases, desired outcomes and strategic plans
Help drive growth of our customer’s subscription business by guiding them through Recurly features, products, best practices and areas for increased adoption and/or optimization
Nurture and expand relationships endeavoring to drive satisfaction and advocacy
Design, develop, and deliver impactful business reviews and provide thought leadership throughout all aspects of engagement
Manage multiple relationships, including C-level interactions, for maximum productivity, success and ensuring retention
Deliver succinct product feedback to meet high-value merchant demands; including identifying key feature requests by clients that would better the product for greater need and usability
Build strong internal working relationships with Sales, Marketing, Support and Product Management teams
Help identify, document, share Recurly best practices and opportunities for case studies
Will travel to each customer 1-2X year, participate in Customer Events, and other travel as needed, etc.
Collaboratively work with your internal commercial partners to ensure retention and growth of your portfolio
Follows our engagement framework, presenting business reviews, strategic value meetings, joint success planning, etc.
Strategically and proactively leads customers to value

3-5 years’ experience and a proven track in customer-facing role
Concrete understanding of how multi-level companies operate (business units, purchasing department, finance team, customer support team, complex decision-making process, etc.)
Ability to prioritize work independently and strong time management skills
Ability to deliver customized presentations and drive strategic calls via web conferencing
Expertise in building long-term strategic relationships
Experience with CRM/CS tools
Excellent communication skills (verbal and written)
Working knowledge of B2B business models
Experience with e-commerce, payments, or subscriptions much preferred

As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance.
Other perks may include:
401(k) Retirement Plan and company match
Company equity
Flex Time Off
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 [email protected]