Customer Success Manager (Toronto)

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.

Our Team: 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; 3 days per week in the office is expected. Office location: downtown in the Core.

What you’ll do

Own and manage a book of 50–70 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

Ability to work at least 3 days/week in our Toronto office

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, Technical Support, and Implementations to achieve shared outcomes