Job Specifications
Who We Are
Recharge is the subscription platform for the world’s fastest-growing and most innovative brands. Shopify’s premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention.
Known for its relentless product innovation and focus on ease of use, Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses.
Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more.
Learn more at: getrecharge.com
Overview
We’re hiring a Customer Success Manager (Tier 3) to support a growing segment of Recharge merchants who rely on our platform to power critical parts of their eCommerce subscription business. This role is ideal for a CSM who enjoys moving quickly, digging into technical details, and turning customer opportunities into measurable outcomes. You’ll own a book of growth-stage merchants and be accountable for retention, adoption, and long-term success.
The Tier 3 Customer Success team sits at the intersection of product expertise, merchant strategy, and commercial outcomes. This team stands out for its technical depth, bias toward action, and close partnership with multiple other departments at Recharge. The work this team does directly impacts Recharge’s ability to retain and grow merchants as they scale—making it critical to our long-term success.
Please note: this is a hybrid role, based out of our Toronto office (downtown in the Core). 3 days a week in the office is expected.
What you’ll do
Own and manage a book of 40–60 growth-stage merchants, driving strong retention through proactive risk management and customer advocacy
Build a deep understanding of each merchant’s business goals, technical setup, and success metrics to guide meaningful adoption of Recharge features
Lead regular business reviews and success planning conversations that align merchant goals with measurable outcomes
Partner closely with Sales to support renewals, expansions, and upsell motions through thoughtful account planning and execution
Use data and customer health signals to prioritize work, identify risk, and uncover growth opportunities
Act as a trusted guide through support and product-related issues, setting clear expectations and driving resolution efficiently
Live by and champion our values: Accountability, Collaboration, Iteration and Details
What you’ll bring
Experience managing a book of business with accountability for retention and product adoption in a SaaS environment (eCommerce and Shopify experience strongly preferred)
Demonstrated technical aptitude, with the ability to quickly learn product behavior, understand integrations or APIs, and explain technical concepts clearly to customers
Experience supporting customers with semi-complex workflows or technology stacks (eCommerce and Shopify experience strongly preferred)
Comfort using data and tools like Salesforce, Looker, or similar platforms to assess customer health and inform decisions
Ability to balance empathy with strong judgment—knowing when to listen and when to drive toward resolution
Confidence collaborating cross-functionally with Sales, Product, and Implementations to achieve shared outcomes
A growth mindset and coachability, with comfort receiving and applying feedback in a fast-moving environment
Interview recording & AI notetakers
To protect privacy, legal compliance, and interviewer/candidate experience, recording, transcribing, or using AI notetaker tools during interviews is not permitted without our prior written consent. Handwritten notes are welcome. If you need an accommodation (e.g., captions), email recruiting@getrecharge.com before your interview—we’ll arrange an approved solution.
Compensation
Recharge’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. Salary ranges are designed to be competitive and aligned with country specific practices, while individual compensation is determined by skills, qualifications, and experience. The compensation listed is not inclusive of any equity and benefits that might exist in your total compensation package.
Hiring range in Toronto (total On Target Earnings) $94,117 CAD OTE - $117,647 CAD OTE
Benefits at a Glance
Medical, dental and vision plans
Retirement plan with employer contribution
Flexible Time Off
Paid Parental Leave
Monthly Remote Life and Merchant stipends
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Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veter
About the Company
In a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy. Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is dedicated to empowering brands to easily set up and manage subscriptions, create dynamic experiences at every customer touchpoint, and continuously evaluate business performance. Powering...
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