Note: The job is a remote job and is open to candidates in USA. Route is a leading post-purchase platform for modern ecommerce, committed to enhancing customer experience after checkout. As a Customer Success Manager, you will manage a portfolio of strategic merchants, focusing on driving revenue retention and growth while ensuring long-term customer success.
Responsibilities
- Own a portfolio of strategic e-commerce merchants across Route's Post-Purchase Platform
- Manage the full customer lifecycle, including onboarding, adoption, renewals, retention, and contract negotiations
- Monitor account health, renewal risk, and commercial performance to drive long-term merchant success
- Identify growth opportunities and partner with Account Executives to expand merchant relationships
- Support legacy contract migration efforts by transitioning merchants to standard commercial terms
- Participate in executive sponsorship programs and facilitate engagement between Route leadership and key merchant stakeholders
- Build trusted relationships through virtual and in-person customer engagement
Skills
- 3–5 years of experience in Customer Success, Account Management, or a related post-sale role, ideally within SaaS, e-commerce technology, fintech, or a similarly complex B2B environment
- Experience owning renewals, retention, and customer growth objectives within a book of business
- Strong commercial acumen with the ability to understand account performance, identify risk, and uncover expansion opportunities
- Exceptional communication skills with a proactive, solutions-oriented approach to customer management
- Executive presence and confidence engaging with senior stakeholders, including founders, executives, and business leaders
- High emotional intelligence and the ability to navigate complex customer conversations with professionalism and empathy
- Intellectual curiosity and a desire to deeply understand customer businesses, challenges, and goals
- Strong ownership mentality with a reputation for reliability, accountability, and follow-through
Benefits
- We offer to pay 95% - 100% of your health insurance premiums for you and your family
- Remote or hybrid work arrangements
- Unlimited PTO
- 401k matching
- Formalized growth opportunities
- Learning & development
- DEI programs & events
- All Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement
Company Overview