Customer Success Manager – Tier 3 (Hybrid, Toronto)

About the role

We’re hiring a Customer Success Manager (Tier 3) to support a growing segment of Recharge merchants who rely on our platform for critical eCommerce subscription operations. This role is ideal for a CSM who enjoys moving quickly, digging into technical details, and turning customer opportunities into measurable outcomes. You’ll own a book of growth‑stage merchants and be accountable for retention, adoption, and long‑term success.

Key responsibilities

• Own and manage a book of 50–70 growth‑stage merchants, driving strong retention through proactive risk management and customer advocacy.
• Build a deep understanding of each merchant’s 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.

Required profile

• 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 judgment—knowing 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.

Required skills

• Shopify
• APIs
• Salesforce
• Looker

What we offer

• Medical, dental and vision plans
• Retirement plan with employer contribution
• Flexible Time Off
• Paid Parental Leave
• Monthly Remote Life and Merchant stipends