Senior Manager of Customer Success

Job Description

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 is seeking a Senior Manager of Customer Success—an experienced leader and master relationship-builder—who thrives on helping customers win. You're a dynamic communicator, a trusted coach, and someone who knows how to use data to track success across a portfolio of high-value clients. More than anything, you're driven to ensure customers get maximum value out of Recurly—helping them grow their businesses through strategic use of our platform. As a key member of our Customer Success leadership team, you’ll report directly to the VP of Customer Success and play a pivotal role in driving retention, satisfaction, and expansion across our customer base.. You’ll act as the voice of the customer internally while aligning your team’s efforts with Recurly’s broader business goals. Our Customer Success team is full of passionate, driven and collaborative individuals. We take a consultative approach to enabling our ever-evolving solutions across many verticals, including SaaS, Media, Consumer Goods, Healthcare, Education, and more. This is a unique opportunity for an exceptional performer to greatly accelerate their career.

What Sets You Apart

• You’re passionate about customer success and obsessed with delivering results
• You thrive in high-growth, fast-paced environments and lead with a positive, can-do attitude
• You have a natural curiosity for your customers' businesses and are skilled at identifying opportunities for growth
• You're not just a manager—you’re a mentor and a strategic thinker

Responsibilities

• Lead, mentor, review, and scale a team of high-performing Customer Success Managers
• Retain, grow, and delight customers
• Own & report on key metrics such as GRR/NRR, CSAT, Usage trends, etc
• Leverage data and insights to proactively identify risks and opportunities within your portfolio
• Serve as a strategic advisor to customers-developing strong, trusted relationships with senior stakeholders
• Collaborate cross-functionally with Sales, Product, Engineering, Services and Support to align on customer goals and feedback
• Drive alignment with Renewals & Expansion Sales
• Lead and manage escalations, ensuring swift and effective resolution
• Propose improvements to your team’s organizational performance
• In some cases, a Sr Manager of Customer Success may own team projects and/or a critical account

Requirements

• 3 - 5 years of management experience leading teams in a software company
• 3 - 5 years experience leading managers of teams in a SaaS or subscription enterprise software company
• Proven experience leading teams, driving expansion, driving software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Demonstrated ability to lead managers and successfully manage global, distributed teams/accounts across cultures, lines of business, and geographies
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience successfully working with senior (C-level) executives
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
• Willing and able to address escalated client issues with speed and urgency

At Recurly, our customers’ success is our success—and we’re looking for a leader who lives and breathes that mindset. If you’re ready to help customers grow while empowering a world-class team, we’d love to meet you. Benefits: As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance. Other perks may include: 401(k) Retirement Plan and company match Company equity Flex Time Off Company Events Training/Development Tuition reimbursement Commuter benefits Volunteer opportunities Monthly internet stipend Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] Apply for this job