Customer Success Manager

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.

The Opportunity

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 and into true commercial ownership. You will think about your portfolio like a business by understanding renewal strategy, account profitability, and growth opportunities while helping merchants maximize the value of Route.

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.

Total Rewards

• We know our team works best when everyone feels happy, healthy, and supported. 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, and so much more.
• Cash compensation for this role varies based on location:
• National: $120,000 - $130,000
• New York City: $170,000 - $180,000

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.