Customer Success Manager

🕒 June 26

🗽 New York, Utah – Remote

🗽 New York – Remote ⛷️ Utah – Remote

💵 $120k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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Route

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛡️ Insurance

📣 Marketing

✈️ Travel

Insurance • Marketing • Travel

Route is the all-in-one post-purchase platform reimagining the ecommerce experience from product discovery to delivery via the Route app. This suite of tools empowers both sellers and shoppers to enhance the overlooked and often unpleasant post-purchase experience. With Visual Tracking, one-click package protection, and tailored brand discovery all in one app, merchants can finally engage authentically beyond checkout while shoppers enjoy the immersive and transparent experience they crave.

📋 Description

• 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

• 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

• 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