About the role
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 Recharge is looking for an experienced Senior Customer Success Manager to support our top EMEA merchants with consultative guidance, product expertise, and strategic growth recommendations. In this high-impact role, you’ll manage a portfolio of top-tier brands, build trusted relationships with key decision-makers, and serve as a strategic advisor focused on driving measurable outcomes. As an EMEA Senior Customer Success Manager, you’ll be responsible for developing and maintaining relationships with some of our most strategic merchants in Europe. Acting as an extension of their teams, you’ll align closely with their business goals and deliver tailored solutions that support long-term success. You’ll help merchants grow by guiding adoption of Recharge’s features, sharing best practices, and ensuring they unlock the full value of the platform. Your work will directly contribute to the retention, expansion, and continued success of some of the most innovative brands in the DTC space. Please note: this is a hybrid role based out of our London office; 3 days per week in the office is expected. Office location: close to Old Street Station. What you’ll do Serve as the primary strategic partner for a portfolio of Recharge’s largest and most complex merchants, acting as an extension of their teams to help them achieve subscription-led growth Own and lead renewal strategy by consistently demonstrating platform ROI and aligning outcomes to merchants’ business goals Advise merchants on strategic use of both new and existing features by deeply understanding the platform and tying adoption to measurable business outcomes Act as a product expert, helping merchants understand, prioritize, and apply platform capabilities to unlock growth and optimize the subscriber journey Champion merchant needs across internal teams, collaborating cross-functionally to surface insights and deliver impactful solutions Resolve issues with urgency and accountability, ensuring timely support and minimal disruption to merchant operations Own escalations and critical requests, driving resolution paths that enhance efficiency and optimize platform usage Collaborate with peers to share learnings, co-create solutions, and continuously raise the bar for merchant success Facilitate QBRs and EBRs to surface key results, uncover growth levers, and ensure future plans are anchored in business goals. Maintain a deep understanding of your portfolio, regularly tracking key metrics and sharing meaningful updates with stakeholders What you’ll bring Ability to work at least 3 days/week in our London office 3-5 years of experience managing Enterprise SaaS accounts in a fast-paced, technology-driven company A consultative mindset and proven track record of supporting strategic, high-touch accounts Experience managing accounts within e-commerce and a passion for the industry Excellent relationship management, communication, and negotiation skills Strategic thinking with the ability to translate goals into actionable, scalable plans A sense of urgency and desire to go above and beyond to provide solutions for our customers Resourcefulness: you'll figure out what needs to be done and find ways to make it happen Desire to make a meaningful impact at a high-growth company Practical, solutions-oriented approach to navigating ambiguity or unexpected challenges Strong oral, written, and interpersonal communication skills, and the ability to communicate to both technical and non-technical audiences Highly proficient with MS Excel, CSV Bachelor's degree or equivalent experience desired Ability to travel 15-20% annually
