Customer Success Manager II - Route

We are Route

Buying stuff online can get messy once you hit that "order" button. Managing dozens carrier tracking links, dealing with lost or damaged packages, and resolving issues with customer support can feel like a wild goose chase. That's why we created the Route  — to make the post-purchase experience for consumers like you, and the brands you love, as seamless as possible.  

Route is on a mission to connect the world's commerce. Through our network of +5 million Route App users and 15,000 merchants, we're making it easier than ever for consumers to track, insure, and discover their favorite products in one place — which connects the world's coolest direct-to-consumer brands to happy repeat customers.

Since Route launched in 2018, we've been on a journey to build innovative products that empower our customers, all while fostering a people-first, values-driven company culture. We're looking for talented people across the ecommerce space to join us on the next steps of this adventure.

Don't just take our word for it! Discover what life at Route has to offer.

The Team

The Customer Success team plays a pivotal role at Route, ensuring that our  merchants have all of the tools and knowledge they need to get the most out of our Customer Experience Platforms. Customer Success works with some of the biggest brands in our network, which means getting exposure to areas across the company and constantly solving interesting challenges for merchants of all industries, sizes, and customer needs. On this team, no two days are the same and the opportunities to grow are endless.

Opportunity

As a Customer Success Manager, you'll be entrusted and empowered with portfolios of accounts to develop an intimate understanding of each merchant's business objectives and prescribe the right post-purchase experience for each. Ultimately, you'll be responsible for optimizing our most valuable portfolios for revenue expansion and revenue retention. This role provides a ton of opportunity to have a big impact and isn't for those who thrive in the "routine." We're fast-paced, we require innovation and creativity, and we don't take ourselves too seriously.

What you'll Do

• Manage relationships with a portfolio of partners. Deliver consultative value by resolving issues and helping merchants improve their business
• Conduct prescriptive and valuable discovery, onboarding, and continued optimization sessions for all new partners
• Foster relationships with mid-market level accounts to facilitate monthly targets, provide feedback to various internal cross-functional teams, and solidify up-market initiatives by identifying key value propositions and areas for growth
• Develop strategies to grow existing accounts and retain revenue across a book of business
• Serve as the primary interface with customers to manage and resolve any critical situations and drive continued optimization and expansion of the platform with your accounts
• Drive cross-functional and cross-departmental initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

What we're looking for

• 2 + years experience in Customer Success, Account Management, or Sales related roles in a SaaS/Tech company
• Strong business acumen and comfortability developing executive relationships
• Ability to easily interface with executives and employees at all levels, build connections, and distill meaningful information to drive impact
• History of proven sales or quota attainment records relative to book size and targets
• Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
• Nimble learner who easily pivots to drive ever-changing initiatives with continuous improvement
• Strong problem-solving skills and resourcefulness; if you don't know how to do something, you'll do whatever it takes to figure it out
• Outstanding task management skills across a varied set of responsibilities in a fast-paced, high volume environment
• Someone who embodies a culture of innovation, transparency, discovery and collaboration
• Bachelor's degree preferred

Equal opportunity for all

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. The more inclusive we are, the better our work will be.

Total Rewards

We know our team works best when everyone feels happy, healthy, and supported. We offer to pay 100% of your health insurance premiums on a $0 deductible plan for you and your family, remote or hybrid work arrangements, unlimited PTO, 401k matching, formalized growth opportunities, learning & development, DEI programs & events, and so much more.

Pay Transparency

Salary for this role: $70,000 - $77,000

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 Routes equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are 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.