Customer Success Manager

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

Requirements:

• 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