Senior Technical Customer Success Manager - Enterprise

Overview

The Enterprise Customer Success Team at Recharge is looking for a Senior Technical 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.

What you’ll 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.

• Proactively surface blockers, deficiencies and opportunities for merchants to optimize revenue growth

• Collaborate with Enterprise Customer Success Managers to holistically oversee and consult on the technical components of our merchant’s subscription program

• Act as the lynchpin of technical solutions by collaborating with cross-functional teams @ Recharge. Work alongside Product, Technical Support, Professional Services and Engineering to investigate and determine the viability of project scopes

• Architect, propose and aid in the deployment of technically-oriented solutions for our top-tier merchants

• Assess, document and manage projects in SFDC/JIRA with an ability to drive momentum for on-target delivery 

• Leverage data points to drive analytical insights to merchants, with the ability to granularly form hypotheses and drive improved outcomes   

• Deep understanding of Recharge’s OOTB product, API’s and partner integrations

What you’ll bring

• 3-5 years minimum of experience in eCommerce, either at a brand or managing accounts at a SaaS company.

• 2+ years experience in a customer-facing role

• Working knowledge with JavaScript, CSS and API endpoints, 

• 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

• Expert 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 remotely and desire to make an impact at a high-growth company.