Recurly

Senior Customer Success Manager

Recurly

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • 🇺🇸 United States

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Job Level

Senior

About the role

  • Consultative, proactive partner aligned to help clients achieve their use cases, desired outcomes and strategic plans
  • Help drive growth of our customer’s subscription business by guiding them through Recurly features, products, best practices and areas for increased adoption and/or optimization
  • Nurture and expand relationships endeavoring to drive satisfaction and advocacy
  • Design, develop, and deliver impactful business reviews and provide thought leadership throughout all aspects of engagement
  • Manage multiple relationships, including C-level interactions, for maximum productivity, success and ensuring retention
  • Deliver succinct product feedback to meet high-value merchant demands; including identifying key feature requests by clients that would better the product for greater need and usability
  • Build strong internal working relationships with Sales, Marketing, Support and Product Management teams
  • Help identify, document, share Recurly best practices and opportunities for case studies
  • Will travel to each customer 1-2X year, participate in Customer Events, and other travel as needed, etc.
  • Collaboratively work with your internal commercial partners to ensure retention and growth of your portfolio
  • Follows our engagement framework, presenting business reviews, strategic value meetings, joint success planning, etc.
  • Strategically and proactively leads customers to value

Requirements

  • 3-5 years’ experience and a proven track in customer-facing role
  • Concrete understanding of how multi-level companies operate (business units, purchasing department, finance team, customer support team, complex decision-making process, etc.)
  • Ability to prioritize work independently and strong time management skills
  • Ability to deliver customized presentations and drive strategic calls via web conferencing
  • Expertise in building long-term strategic relationships
  • Experience with CRM/CS tools
  • Excellent communication skills (verbal and written)
  • Working knowledge of B2B business models
  • Experience with e-commerce, payments, or subscriptions much preferred
Benefits
  • As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance.
  • Other perks may include:
  • 401(k) Retirement Plan and company match
  • Flex Time Off
  • Company Events
  • Training/Development
  • Tuition reimbursement
  • Commuter benefits
  • Volunteer opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer-facing experiencepresentation skillsstrategic planningrelationship managementbusiness reviewsproduct feedbacktime managementCRM toolse-commercesubscription models
Soft skills
consultative approachproactive partnershipcommunication skillsability to prioritizecollaborationthought leadershipcustomer advocacysatisfaction drivingindependent workC-level interaction