Senior Customer Success Manager - UK

About the Role

The role entails acting as an extension of the merchants' teams, guiding the adoption of Recharge's features, 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. With Recharge's platform leveraging data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses, this position offers a chance to be at the forefront of e-commerce innovation.

As part of the Recharge team, you will collaborate cross-functionally to surface insights and deliver impactful solutions, championing merchant needs across internal teams. Your expertise in Excel will be essential in analyzing data, tracking key metrics, and sharing meaningful updates with stakeholders.

What You Will 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 We Are Looking For

• 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.
• Ability to work at least 3 days/week in our London office.
• Proficiency in Excel for data analysis and metric tracking.

Nice to Have

• Experience with subscription-led growth strategies and their application in e-commerce.
• Knowledge of the DTC space and current trends affecting consumer behavior and brand strategy.
• Familiarity with Recharge's platform or similar subscription management tools.
• Certification in customer success or a related field.

Benefits and Perks

• Competitive salary package.
• Opportunity to work with a premier subscription solution used by innovative brands worldwide.
• Collaborative, dynamic work environment with a team passionate about e-commerce and customer success.
• Professional development opportunities, including training and conferences related to customer success and e-commerce.
• Flexible work arrangements, with the requirement to be in the office at least 3 days a week.
• Access to the latest tools and technologies in the industry.
• Recognition and reward for outstanding performance and contributions to the team's success.

• Develop a strong understanding of the DTC space and current trends in e-commerce to stand out as a candidate.
• Ensure your Excel skills are proficient, as data analysis will be a crucial part of this role.
• Prepare examples of how you've driven subscription-led growth and applied strategic recommendations to merchant accounts.
• Focus on showcasing your consultative mindset and ability to build strong relationships with key decision-makers.
• Be ready to discuss how you handle issue resolution and critical requests with urgency and accountability.
• Highlight any experience you have with similar subscription management tools or platforms.
• Consider creating a portfolio that demonstrates your ability to drive measurable outcomes and apply platform capabilities to unlock growth.