Senior Customer Success Manager UK

Who we are

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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Overview

Recharge is looking for an experienced Senior Customer Success Manager to support our EMEA merchants with consultative guidance product expertise and growth recommendations. The Senior Customer Success Manager is critical to the success of our business and by working with a portfolio of merchants you will make an immediate impact by building long term relationships with key stakeholders and helping them to drive business results utilizing subscriptions.

As an EMEA Senior Customer Success Manager you will be responsible for developing and maintaining relationships with some of our most strategic merchants in Europe. The primary objective of the role is to act as an extension of your merchants helping them to grow their businesses through adoption of Recharge features and best in class application of our platform and subscriptions. You will align with your merchants strategic goals and help build solutions for their businesses through our suite of products - designed for long term success.

Please note: this is a hybrid role based out of our London office; 3 days per week in the office is expected. Office location: close to Old Street Station.

What youll do

• Take ownership of your portfolio of merchants by developing relationships with all key stakeholders understanding and supporting them to meet their goals and providing consultative strategy to aid in their growth
• Own the renewal of your merchants contracts and ensuring your merchants are getting value from the platform and understand that value ahead of their renewals
• Drive merchant adoption of new Recharge features and functionality to create and further innovate on superior customer experiences
• Develop a deep understanding of Recharges core functionality and newest products to be able to advise merchants on usage best practices and guide utilization of applicable unused features
• Act as an internal advocate for our merchants by collaborating cross-functionally to voice their critical business needs and deliver solutions
• Act with a sense of urgency to aid in resolution for merchant issues
• Serve as an escalation point to resolve issues and needs enabling Recharge usage to be more efficient faster and seamless
• Work alongside peers to crowdsource creatively problem solve and deliver best in class service to our merchants
• Proactively participate in virtual and in-person meetings with merchants
• Deliver on-going Business Reviews to portfolio of merchants
• Have comprehensive knowledge of your portfolio and be able to report on key metrics and updates
• Live by and champion our values: Accountability Collaboration Iteration and Details

What youll bring

• Ability to work at least 2-3 days/week in our London office
• 3-5 years minimum of experience managing enterprise SaaS accounts in a fast paced technology driven company
• Experience offering consultative white glove support to accounts.
• Experience managing accounts within e-commerce and a passion for the industry
• Excellent relationship management communication and negotiating skills
• A sense of urgency and desire to go above and beyond to provide solutions for our customers
• Resourcefulness: youll figure out what needs to be done and find ways to make it happen
• Desire to make an impact at a high growth company
• A practical approach to address unexpected issues with out-of-the-box solutions
• Great oral written and interpersonal communication skills and the ability to communicate to both technical and non-technical audiences
• Highly proficient with MS Excel CSV
• Bachelors degree or equivalent experience desired

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.

Compensation

Recharges compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and teamperformance. 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 GBP
  75600 GBP - 111177 GBP

• Medical dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• MonthlyRemote Life and Merchantstipends

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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.

Transparency 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. Thislinkleads to the Kaiser machine-readable files.

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