Manager of Enterprise - Customer Success

Overview

We're looking for a Manager to join our Customer Success team! This person will nurture and lead a team of experienced Sr Customer Success Managers scaling across our Top-tier Enterprise Merchants. Crucial to the success of our business the Manager of Enterprise Accounts must have a mind to design as developing and leading customer strategy is key to success in this role. The Manager of Enterprise will be the aggregate voice of the customer and point of contact for complex unique and premier brands.

What you will do

• Design and develop a strategy to retain and grow the top-end of our merchant base

• Architect optimization plans alongside a team of experienced Sr Customer Success Managers

• Propose own and direct team-wide initiatives that directly impact the success of Customer Success

• Track measure and improve meaningful KPIs tied directly to OKRs based on team performance

• Mobilize your team to deliver best in class experiences to their book of business.

• Train and develop Sr Customer Success team members to build on existing knowledge and collaborate on solutions across all of Enterprise

• Communicate clearly and succinctly to customers and stakeholders on Account Reporting: inclusive of Risk + Churn Net Revenue Retention Contract Coverage.

• Collaborate with connected teams to execute tactical implementation of cross-functional strategy.

• Craft and report merchant revenue brand experience product feedback and more internally at Recharge.  Champion your merchant portfolio’s needs on an aggregate.

• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and key results

What you’ll bring:

• 3-5 years of proven success in people management

• Experience working with Enterprise brands and portfolios exceeding $20M in ARR

• Grit and a strong-desire to achieve business results

• A desire to iterate and continuously learn and grow

• 5+ years of SaaS experience ideally in Account Management or Customer Success

• Strong leadership to enable coach and drive team members to action

• A deep understanding of customer success best practices particularly centered around growth and retention

• Organized with Project Management Experience; properly orchestrate merchant needs internally & externally on the aggregate

• E-commerce industry tech-stack and knowledge of subscriptions

• Experience with spearheading large scale initiatives that impact multiple teams

• Expertise dealing with unexpected issues with out-of-the-box solutions

• Established techniques in working with cross-functional peers to achieve company-wide objectives

• Ability to work remotely and desire to make an impact at a high growth company

• Bachelor's degree or equivalent experience desired