Senior Manager, Enterprise Customer Success

4 weeks ago

Toronto, Canada Recharge Full time

Overview We’re looking for a Senior Manager of Enterprise Customer Success to lead and scale a high-performing team of Senior CSMs supporting our most strategic Enterprise merchants. This role is critical to driving retention, expansion, and long-term value for some of the world’s most recognizable brands. Candidates should bring a strong foundation in Customer Success leadership, ideally within eCommerce SaaS, with proven experience guiding enterprise customers to measurable outcomes. This role is hybrid, based out of our Toronto, Ontario office (3 days per week in the office). What you’ll do Lead, coach, and develop a team of Sr. CSMs to deliver measurable customer outcomes and business impact. Execute and refine customer success strategy for our premier enterprise portfolio, driving retention, expansion, and advocacy. Collaborate with CS leadership to align on global strategy, operational rigor, and journey-based best practices. Track, measure, and report on KPIs and OKRs tied to retention, growth, and team performance. Act as the strategic point of escalation and executive sponsor for complex, high-impact merchants. Partner cross-functionally with Sales, Product, Technical Services, Marketing, and Engineering to influence roadmap, programs, and merchant experience. Champion customer insights and feedback to ensure alignment and advocacy at scale. What you’ll bring 3–5 years of proven success in people management, ideally leading senior-level CSMs. 5+ years of SaaS experience, with strong foundations in Customer Success or Account Management; eCommerce SaaS background strongly preferred. Demonstrated success working with Enterprise brands and portfolios exceeding $20M in ARR. Deep understanding of customer success best practices with a focus on retention, growth, and customer journey optimization. Strong leadership skills with the ability to coach, inspire, and hold teams accountable. Experience collaborating at the leadership level to scale strategy, processes, and outcomes across teams. Data-driven and comfortable using metrics to guide decisions, measure impact, and improve outcomes. Experience navigating complex enterprise accounts and delivering measurable business results. Resilience, adaptability, and creative problem-solving in a fast-paced, high-growth environment. Bachelor’s degree or equivalent experience desired. 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 Canada - total On Target Earnings: $171,350 CAD OTE - $215,050 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 Recharge | Instagram | Twitter | Facebook #J-18808-Ljbffr

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