Job Description

Job Description

Job Description

Who we are

In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.

Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering everything from no-code customer portals, personalized offers, and dynamic bundles, Recharge helps merchants seamlessly manage, grow, and delight their subscribers while reducing operating costs and churn. Today, Recharge powers more than 20,000 merchants serving 100 million subscribers, including brands such as Blueland, Hello Bello, LOLA, Chamberlain Coffee, and Bobbie—Recharge doesn't just help you sell products, we help build buyer routines that last.

Recharge is recognized on the Technology Fast 500, awarded by Deloitte, (3rd consecutive year) and is Great Place to Work Certified.

The Customer Success Department at Recharge is looking for a New York City-area Customer Success Manager who is driven, resourceful, and will use their consultative, critical thinking, and people skills to support our Recharge Merchant customers. The Customer Success team is critical to the success of our business, and by working with a portfolio of high-performing merchants, you will make an immediate impact by building long-term relationships and helping them drive business results.

Please note: While Recharge Payments is a remote-first company, we are looking for this person to be able to go into our New York City hub on a hybrid basis (3 times a week) and be able to meet with merchants in person on a regular basis.

What you will do:

• Live by and champion our values: #accountability, #collaboration, #iteration, #details.
• Partner with our customers to understand their business objectives and goals, products purchased, challenges, technology stack, and more to ensure retention or contract renewal.
• Own the success of a book of business heavily aligned to the New York City area.
• Build upon your knowledge of their business to lead strategic conversations regarding data insights, KPIs, value, and overall success with Directors and C-level customer stakeholders, with the ability to attend and host in-person business meetings to accomplish this.
• Leverage your customer relationships and product knowledge to ensure product adoption and generate upsell opportunities that support our customers' growth.
• Leverage Salesforce data and other analytics platforms to build a deep understanding of your BoB's business health and use that data to identify and resolve potential risks.
• Engage in quarterly business reviews with customers, often in person, to build and continually update mutual success plans that align business goals to an effective growth strategy.
• Attend 1-3 local NYC-based events each quarter hosted by Recharge or our partners.
• Through a consultative approach, be an advocate for support and product needs.
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions.
• Maintain clean data within our internal CRM and other systems to ensure that Recharge's leadership team has accurate information to review.

What you'll bring:

• 3-5 years minimum of experience in eCommerce, either at a brand or managing accounts at a SaaS company.
• 1+ years of experience leveraging CRM tools, ideally with direct Salesforce and Gainsight experience.
• Experience in a customer-facing role with accountability for contract renewals.
• Proven success using data and analytics to create practical insights to build customer strategic plans.
• Excellent communication skills that can apply at all levels of organizations, especially C-level.
• Intermediate technical aptitude with the ability to navigate conversations around complex technical concepts.
• Excellent resourcefulness and an ability to prioritize competing requests from customers while partnering internally with stakeholders to ensure success.
• Ability to work in New York City on a hybrid basis and desire to make an impact at a high-growth company.

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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.

This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. This link leads to the Kaiser machine-readable files.

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