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Recurly · 14 hours ago

Senior Customer Success Manager I

Austin, TX

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Recurly, Inc. is a SaaS company that provides a subscription management platform for businesses worldwide. They are seeking a Senior Customer Success Manager to help clients derive value from Recurly and drive growth in their subscription businesses through strategic guidance and relationship management.

Computer Software

Responsibilities

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

Qualification

Customer Success ManagementCRM/CS ToolsB2B Business ModelsE-commerce ExperiencePayments ExperienceSubscription ManagementCommunicationTime ManagementRelationship BuildingPresentation Skills

Required

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