Customer Success Manager (Toronto)

Recharge is the subscription platform for the worlds fastest-growing and most innovative brands. Shopifys premier subscription solution Recharge is on a mission to build the future of commerce around customer retention.

Known for its relentless product innovation and focus on ease of use Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up manage and grow their subscription businesses.

Recharge is a hands-on partner to over 20000 brands globally including quip Dr. Squatch Blueland Estrid Oats Overnight Bobbie and more.

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Were hiring a Customer Success Manager (Tier 3) to support a growing segment of Recharge merchants who rely on our platform to power critical parts of their eCommerce subscription business. This role is ideal for a CSM who enjoys moving quickly digging into technical details and turning customer opportunities into measurable outcomes. Youll own a book of growth-stage merchants and be accountable for retention adoption and long-term success.

Our Team: The Tier 3 Customer Success team sits at the intersection of product expertise merchant strategy and commercial outcomes. This team stands out for its technical depth bias toward action and close partnership with multiple other departments at Recharge. The work this team does directly impacts Recharges ability to retain and grow merchants as they scalemaking it critical to our long-term success.

Please note: this is a hybrid role based out of our Toronto office; 3 days per week in the office is expected. Office location: downtown in the Core.

• Own and manage a book of 5070 growth-stage merchants driving strong retention through proactive risk management and customer advocacy

• Build a deep understanding of each merchants business goals technical setup and success metrics to guide meaningful adoption of Recharge features

• Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes

• Partner closely with Sales to support renewals expansions and upsell motions through thoughtful account planning and execution

• Use data and customer health signals to prioritize work identify risk and uncover growth opportunities

• Act as a trusted guide through support and product-related issues setting clear expectations and driving resolution efficiently

• Live by and champion our values: Accountability Collaboration Iteration and Details

• Ability to work at least 3 days/week in our Toronto office

• Experience managing a book of business with accountability for retention and product adoption in a SaaS environment (eCommerce and Shopify experience strongly preferred)

• Demonstrated technical aptitude with the ability to quickly learn product behavior understand integrations or APIs and explain technical concepts clearly to customers

• Experience supporting customers with semi-complex workflows or technology stacks (eCommerce and Shopify experience strongly preferred)

• Comfort using data and tools like Salesforce Looker or similar platforms to assess customer health and inform decisions

• Ability to balance empathy with strong judgmentknowing when to listen and when to drive toward resolution

• Confidence collaborating cross-functionally with Sales Product Technical Support and Implementations to achieve shared outcomes

• A growth mindset and coachability with comfort receiving and applying feedback in a fast-moving environment

Compensation
Recharges 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 in Toronto
  $94000 CAD - $118000 CAD

Application window anticipated to close: 10/06/2026. If youre interested in this opportunity please submit an application as soon as possible.

Interview recording & AI notetakers
To protect privacy legal compliance and interviewer/candidate experience recording transcribing or using AI notetaker tools during interviews is not permitted without our prior written consent. Handwritten notes are welcome. If you need an accommodation (e.g. captions) email before your interviewwell arrange an approved solution.

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

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Recharge Payments is an equal opportunity 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.

Required Experience:

IC