Who you are

• This role is ideal for a CSM who enjoys moving quickly, digging into technical details, and turning customer opportunities into measurable outcomes
• Experience managing a book of business with accountability for retention and product adoption in a SaaS environment (eCommerce and Shopify experience strongly preferred)
• Demonstrated technical aptitude, with the ability to quickly learn product behavior, understand integrations or APIs, and explain technical concepts clearly to customers
• Experience supporting customers with semi-complex workflows or technology stacks (eCommerce and Shopify experience strongly preferred)
• Comfort using data and tools like Salesforce, Looker, or similar platforms to assess customer health and inform decisions
• Ability to balance empathy with strong judgment—knowing when to listen and when to drive toward resolution
• Confidence collaborating cross-functionally with Sales, Product, Technical Support and Implementations to achieve shared outcomes
• A growth mindset and coachability, with comfort receiving and applying feedback in a fast-moving environment

What the job involves

• 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
• You’ll own a book of growth-stage merchants and be accountable for retention, adoption, and long-term success
• 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
• Own and manage a book of 40–60 growth-stage merchants, driving strong retention through proactive risk management and customer advocacy
• Build a deep understanding of each merchant’s business goals, technical setup, and success metrics to guide meaningful adoption of Recharge features
• Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes
• Partner closely with Sales to support renewals, expansions, and upsell motions through thoughtful account planning and execution
• Use data and customer health signals to prioritize work, identify risk, and uncover growth opportunities
• Act as a trusted guide through support and product-related issues, setting clear expectations and driving resolution efficiently
• Live by and champion our values: Accountability, Collaboration, Iteration and Details

Benefits

• Equity packages
• 401(k) offering
• 100% coverage for medical, dental, vision, and life insurance for you and your dependents
• $700/mo remote-life stipend
• Monthly stipend to cover health and wellness
• Coworking space
• Subscription products
• Unlimited paid time off
• 16 weeks of paid parental leave to eligible team members
• Team & company retreats: We value making in-person connections. Past locations include San Diego, Vail, Seattle & Orlando