Customer Success Manager

Customer Success Manager Lehi, Utah, United States; New York, New York, United States Role Overview As a Customer Success Manager at Route, you will own a portfolio of strategic merchants and be responsible for driving revenue retention, growth, and long‑term customer success. This is an opportunity to move beyond traditional relationship management into true commercial ownership, thinking about your portfolio like a business by understanding renewal strategy, account profitability, and growth opportunities. The team The Customer Success team plays a pivotal role at Route, ensuring that merchants have all the tools and knowledge they need to get the most out of our Customer Experience Platforms. The team works closely with some of the biggest brands in our network, solving interesting challenges for merchants of all industries, sizes, and customer needs. What you’ll do 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. What we’re looking for 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. Equal Opportunity Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Total Rewards We offer 95%–100% of your health insurance premiums for you and your family, remote or hybrid work arrangements, unlimited PTO, 401(k) matching, formalized growth opportunities, learning and development, DEI programs and events, and more. Pay Transparency Salary for this role: National: $120,000 – $130,000 New York City: $170,000 – $180,000 The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Route’s bonus plan for eligible roles. In addition to cash compensation, all Route employees are eligible to participate in Route’s equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Any individual compensation package is based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications, and other job‑related reasons. #J-18808-Ljbffr Route