Senior Customer Success Manager - Toronto

Back to jobs New Senior Customer Success Manager - Toronto Toronto, Ontario, Canada Apply 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. Overview Recharge is looking for an experienced Senior Customer Success Manager to support our top merchants with consultative guidance, product expertise, and strategic growth recommendations. In this high-impact role, you’ll manage a portfolio of top-tier brands, build trusted relationships with key decision-makers, and serve as a strategic advisor focused on driving measurable outcomes. As a Senior Customer Success Manager, you’ll be responsible for developing and maintaining relationships with some of our most strategic merchants. Acting as an extension of their teams, you’ll align closely with their business goals and deliver tailored solutions that support long-term success. You’ll help merchants grow by guiding adoption of Recharge’s features, sharing best practices, and ensuring they unlock the full value of the platform. Your work will directly contribute to the retention, expansion, and continued success of some of the most innovative brands in the DTC space. Please note: this is a hybrid role, based out of our Toronto office (downtown in the Core). 3 days a week in the office is expected.  What you’ll do Serve as the primary strategic partner for a portfolio of Recharge’s largest and most complex merchants, acting as an extension of their teams to help them achieve subscription-led growth Own and lead renewal strategy by consistently demonstrating platform ROI and aligning outcomes to merchants’ business goals Advise merchants on strategic use of both new and existing features by deeply understanding the platform and tying adoption to measurable business outcomes Act as a product expert helping merchants understand, prioritize, and apply platform capabilities to unlock growth and optimize the subscriber journey Champion merchant needs across internal teams, collaborating cross-functionally to surface insights and deliver impactful solutions Resolve issues with urgency and accountability, ensuring timely support and minimal disruption to merchant operations Own escalations and critical requests, driving resolution paths that enhance efficiency and optimize platform usage Collaborate with peers to share learnings, co-create solutions, and continuously raise the bar for merchant success Facilitate QBRs and EBRs to surface key results, uncover growth levers, and ensure future plans are anchored in business goals. Maintain a deep understanding of your portfolio, regularly tracking key metrics and sharing meaningful updates with stakeholders What you’ll bring 3-5 years of experience managing Enterprise SaaS accounts in a fast-paced technology-driven company A consultative mindset and proven track record of supporting strategic, high-touch accounts Experience managing accounts within e-commerce and a passion for the industry Excellent relationship management, communication, and negotiation skills Strategic thinking with the ability to translate goals into actionable, scalable plans A sense of urgency and desire to go above and beyond to provide solutions for our customers Resourcefulness: you'll figure out what needs to be done and find ways to make it happen Desire to make a meaningful impact at a high-growth company Practical, solutions-oriented approach to navigating ambiguity or unexpected challenges Strong oral, written, and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences Highly proficient with MS Excel, CSV  Bachelor's degree or equivalent experience desired Compensation  Recharge’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package. Hiring range OTE in Canada  $112,000 CAD - $140,000 CAD (total OTE) Application window anticipated to close: 08/06/2025 . If you’re interested in this opportunity, please submit an application as soon as possible. Benefits at a Glance: Medical, dental and vision plans Retirement plan with employer contribution Flexible Time Off Paid Parental Leave Monthly Remote Life and Merchant stipends Recharge  |  Instagram  |  Twitter  |  Facebook 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.   T ransparency in Coverage 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. #LI-Remote Apply for this job * indicates a required field First Name * Last Name * Email * Phone Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Do you now, or will you in the future, need sponsorship from an employer in order to obtain, extend or renew your authorization to work in the United States or Canada? * Select... This role will report into our Toronto office on a hybrid basis. Are you willing and open to working in-office 3 days per week? * Select... 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