Customer Success Manager

🔥 0 minutes ago

🗽 New York, Utah – Remote

🗽 New York – Remote ⛷️ Utah – Remote

💵 $120k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Route

WebsiteLinkedInAll Job Openings

201 - 500 employees

Route is the all-in-one post-purchase platform reimagining the ecommerce experience from product discovery to delivery via the Route app.

📋 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