Customer Success Manager

Route

Customer Success Manager driving growth and retention for strategic merchants on Route's post-purchase platform. Provide onboarding, contract negotiations, and account performance monitoring expertise.

Posted 6/26/2026full-timeRemote • New York, Utah • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

Own a portfolio of strategic e-commerce merchants across Route's Post-Purchase Platform.
Manage the full customer lifecycle, including onboarding, adoption, renewals, retention, and contract negotiations.
Monitor account health, renewal risk, and commercial performance to drive long-term merchant success.
Identify growth opportunities and partner with Account Executives to expand merchant relationships.
Support legacy contract migration efforts by transitioning merchants to standard commercial terms.
Participate in executive sponsorship programs and facilitate engagement between Route leadership and key merchant stakeholders.
Build trusted relationships through virtual and in-person customer engagement.

Requirements

What you’ll need

3–5 years of experience in Customer Success, Account Management, or a related post-sale role, ideally within SaaS, e-commerce technology, fintech, or a similarly complex B2B environment.
Experience owning renewals, retention, and customer growth objectives within a book of business.
Strong commercial acumen with the ability to understand account performance, identify risk, and uncover expansion opportunities.
Exceptional communication skills with a proactive, solutions-oriented approach to customer management.
Executive presence and confidence engaging with senior stakeholders, including founders, executives, and business leaders.
High emotional intelligence and the ability to navigate complex customer conversations with professionalism and empathy.
Intellectual curiosity and a desire to deeply understand customer businesses, challenges, and goals.
Strong ownership mentality with a reputation for reliability, accountability, and follow-through.

Benefits

Comp & perks

We offer to pay 95% - 100% of your health insurance premiums for you and your family
Remote or hybrid work arrangements
Unlimited PTO
401k matching
Formalized growth opportunities
Learning & development
DEI programs & events
Other benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementSaaSe-commerce technologyfintechrenewalsretentioncustomer growthcommercial performancecontract negotiations

Soft Skills

communication skillssolutions-orientedexecutive presenceemotional intelligenceprofessionalismempathyintellectual curiosityreliabilityaccountabilityfollow-through