Senior Customer Success Manager - Toronto - Recharge

Description

Who We Are

Recharge is the subscription platform for the world's fastest-growing and most innovative brands. Shopify's 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 20,000 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 top merchants with consultative guidance, product expertise, and strategic growth recommendations. In this high-impact role, you'll manage a portfolio of top-tier brands, build trusted relationships with key decision-makers, and serve as a strategic advisor focused on driving measurable outcomes.

As a Senior Customer Success Manager, you'll be responsible for developing and maintaining relationships with some of our most strategic merchants. Acting as an extension of their teams, you'll align closely with their business goals and deliver tailored solutions that support long‑term success. You'll help merchants grow by guiding adoption of Recharge's features, sharing best practices, 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.

What you'll do

• This is a hybrid role based out of our Toronto office; 3 days a week in the office is expected.
• 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.
• Live by and champion our values: Accountability, Collaboration, Iteration and Details.

What you'll bring

• 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, project management, communication, presentation, 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.
• Desire to make a meaningful impact at a high‑growth company.
• Practical, solutions‑oriented approach to navigating ambiguity or unexpected challenges.
• Strong oral, written, and interpersonal communication skills and the ability to communicate to both technical and non‑technical audiences.
• Highly proficient with MS Excel, CSV.
• Bachelor's 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 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 OTE in Toronto $140,000 CAD – $175,300 CAD (total OTE)

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

Recharge Payments is an equal opportunity employer. In 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.

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