Overview
We're looking for a Manager of our Tier 2 Accounts to join our team! This person will nurture and lead a team of CSMs, scaling across a portfolio of 200+ merchants. Crucial to the success of our business, this person will be the aggregate voice of our merchant base in Tier 2.
We are looking for someone who is savvy with strategy and has the ability to design the next phase of this program. This individual ideally has prior experience with people management and a strong understanding of how to drive value through systems automation combined with best-class strategy.
What you'll do
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Professionally build, document, and implement the execution of Consultative Strategies for your team’s portfolio.
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Propose, own and direct team-wide initiatives that directly impact the success of Customer Success.
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Own the directive of our multi-product expansion targets with your team and measure outcomes on an on-going basis
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Communicate clearly and succinctly to stakeholders on Account Reporting: inclusive of Risk + Churn, NRR and Renewals
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Act as an on-going resource and escalation point for the Tier 2 book of business, supporting your team members as well as the needs of our merchants
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Mobilize your team to deliver best in class experiences to their book of business. This includes delivering on scaled solutions as well as creative problem solving.
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Train CSM team members on consultative best practices, the application of feature implementation, and escalation resolutions.
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Collaborate with connected teams to execute tactical implementation of strategy.
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Craft and report merchant revenue, brand experience, product feedback, and more internally at Recharge. Champion your merchant portfolio’s needs on an aggregate.
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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:
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3-5 years of proven success in people management
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5+ years of SaaS experience, ideally in Account Management or Customer Success
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Strong leadership to enable, coach, and drive team members to action
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A deep understanding of customer success best practices, particularly centered around growth and retention
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Organized with Project Management Experience; properly orchestrate merchant needs internally & externally on the aggregate
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E-commerce industry, tech-stack and knowledge of subscriptions
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Experience with spearheading large scale initiatives that impact multiple teams
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Expertise dealing with unexpected issues with out-of-the-box solutions
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Established techniques in working with cross-functional peers to achieve company-wide objectives
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Ability to work remotely and desire to make an impact at a high growth company
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Bachelor's degree or equivalent experience desired
