Customer Success Manager I

About Recurly:
Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

Recurly seeks a Customer Success Manager who is eager to build relationships, provide technical and data-driven insights and who is skilled in both verbal and written communications. You will focus on helping customers derive value from all Recurly products. It’s about you helping them understand how to grow their own business through more strategic use of Recurly. Their success is yours

To be truly successful in this role, you must bring a level of passion and energy to everything you do. You must thrive in our fast-paced environment yet be adept at understanding and working with our high-valued customers. You are process driven, meticulously organized and effectively manage your time to yield the highest outcome of your book of business. You must understand Recurly’s value proposition for clients, thoroughly address client needs, organize and engage clients with presentations and ensure timely responses to questions.

As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll work with the technical support team to educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Recurly delivers to their organization. You will develop a deep understanding of customer use cases and align those to programs and solutions for clients.

Persona:
You are someone who thrives on being the customer champion by investing in knowing our industry, company, product and your customers. You are someone who takes extreme pride in the success of your clients, driving satisfaction, retention, growth and advocacy. You are someone who has a winning spirit, who is highly organized, thrives in an organization that is both collaborative and fast-paced and who is willing to share your expertise, knowledge and ideas with others.

The role involves taking ownership of Recurly’s SMB- Mid
- Market clients, building strong and enduring relationships by delivering value, driving adoption, providing insights, and sharing best practices, all of which ensure both retention and achievement of growth plans.

You are a confident presenter (not a slide reader), have experience tying data to outcomes, have worked with enterprise SaaS software, and bring a sense of confidence..

**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 client presentations & host effective client office hours
- 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, Account Management, Marketing, Support and Product Management teams
- Help identify, document, share Recurly best practices and opportunities for case studies
- Collaboratively work with your internal commercial partners to ensure retention and growth of your portfolio
- Follows our engagement framework and maintains customer records with our customer relationship management system
- Strategically and proactively leads customers to value

**Requirements**:

- 1-3 years’ experience and a proven track in customer-facing role
- Strong technical acumen allowing you to quickly learn our products and best practices
- 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
- Excellent communication skills (verbal and written)
- Experience with e-commerce, payments, or subscriptions much preferred

As a full-time employee, we offer