Customer Success Manager

Job Summary

Owning a portfolio of strategic merchants, the full-time Customer Success Manager will drive revenue retention and growth while managing the full customer lifecycle, including onboarding, renewals, and account performance, in a remote environment.

Key responsibilities

• Manage the full customer lifecycle, ensuring successful onboarding, adoption, and retention of e-commerce merchants
• Monitor account health and identify growth opportunities to expand merchant relationships
• Facilitate engagement between Route leadership and key merchant stakeholders through executive sponsorship programs

Required qualifications

• 3-5 years of experience in Customer Success, Account Management, or a related post-sale role within SaaS or e-commerce technology
• Proven track record in managing renewals, retention, and customer growth objectives
• Strong commercial acumen to understand account performance and identify risks
• Exceptional communication skills with a proactive, solutions-oriented approach
• High emotional intelligence and ability to navigate complex customer conversations