Customer Success Manager

Overview

We’re 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. You’ll own a book of growth-stage merchants and be accountable for retention, adoption, and long-term success.

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 Recharge’s ability to retain and grow merchants as they scale—making it critical to our long-term success.

Please note: this is a hybrid role, based out of our Toronto office (downtown in the Core). 3 days a week in the office is expected. 

What you’ll do

• Own and manage a book of 40–60 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
• Live by and champion our values: Accountability, Collaboration, Iteration and Details

What you’ll bring

• 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, and Implementations to achieve shared outcomes
• A growth mindset and coachability, with comfort receiving and applying feedback in a fast-moving environment

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 [email protected] before your interview—we’ll arrange an approved solution.
Compensation 

Recharge’s 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 (total On Target Earnings)
  $94,117 CAD OTE - $117,647 CAD OTE