Customer Success Program Manager II

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 $1.2 billion in revenue in 2023.

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 seeks a Customer Success Program Manager II who excels at designing and executing impactful customer success programs and initiatives. You are a strategic thinker with a passion for optimizing processes and delivering value to our merchants. In this role, you will focus on creating and managing programs that help customers leverage Recurly’s platforms to drive growth, optimization of their subscription business models and ensure retention of their business with Recurly.

To excel in this role, you need to bring energy, passion, and a strategic mindset. You thrive in fast-paced environments, managing multiple programs while staying highly organized and focused on results. With a strong understanding of customer complexities, you proactively address challenges and align Recurly’s solutions with customer goals. You're adaptable, a problem-solver, and skilled at building strong relationships. Your strategic thinking drives process improvements and maximizes value, making Recurly an essential partner in the customer's success.

As a Customer Success Program Manager II you will design and manage key programs that enhance the customer experience across our scaled (1: many) customer portfolio. Your focus will be to identify, create and execute initiatives that improve product adoption, guide merchants through new features and best practices, and drive engagement through various webinars, training, informational articles, and programs. You’ll collaborate closely with internal teams to keep customers informed about new functionalities, industry trends, and ways to optimize their subscription management.

Persona:
You are someone who thrives as a customer advocate, deeply investing in understanding our industry, company, product, and customers. You are someone who enjoys creating and collaborating on programs, learning and who is able to readily present material to an audience.
You are someone who can navigate and interpret data, using it to understand trends, risks and insights. With a winning spirit, you are highly organized and excel in a fast-paced, collaborative environment, always eager to share your knowledge and ideas with others. By managing impactful programs and working closely with customers, you ensure their ongoing success with Recurly’s platform.

Traits:
Inquisitive/curious, self-motivated, highly organized, and creative. You have a competitive drive to win, a collaborative spirit with a focus on partnership, and an ability to quickly internalize technology and translate it into customer value. You are both a customer advocate and an educator.

Responsibilities

• Manage Customer Relationships at Scale: Leverage digital-first approaches to engage and manage a large volume of customer relationships efficiently, focusing on delivering value through scalable programs and automated solutions.
• Drive Engagement, Adoption, and Retention: Utilize data-driven insights and automation tools to promote customer engagement, product adoption, and retention. Regularly analyze customer behaviors and usage patterns to provide personalized experiences at scale.
• Execute Engagement Campaigns and Program Management: Lead the development and execution of engagement campaigns, using intentional and strategic program management to provide critical resources and support to Recurly’s largest customer base.
• Utilize Digital Tools for Customer Outreach: Engage customers through digital platforms, such as email campaigns, webinars, office hours, and lunch & learn sessions, to deliver timely, relevant content that supports their success with Recurly.
• Track Customer Health and Address Churn Risks: Monitor customer health scores and use automated, targeted interventions to address potential churn risks proactively. Implement digital campaigns to reinforce value and guide customers through challenges.
• Design and Automate Customer Journeys: Create and manage automated customer journeys to guide users through key milestones in their lifecycle with Recurly, ensuring smooth transitions and continued engagement.
• Optimize Digital Touchpoints: Continuously gather feedback and analyze engagement metrics to refine and improve digital interactions, making sure touchpoints are effective and aligned with customer needs.
• Identify Growth Opportunities: Analyze customer data to spot opportunities for cross-sell, upsell, or additional services, collaborating with the sales team to drive growth within the customer base.
• Foster Customer Advocacy: Identify satisfied customers who can participate in case studies, testimonials, and advocacy programs, promoting Recurly’s success through their stories.
• Gather Feedback and Insights: Use digital surveys, tools, and channels to gather customer feedback, ensuring you capture valuable insights to improve both customer experience and program effectiveness.
• Collaborate with Marketing on Content and Communication: Partner with the marketing team to align customer communication strategies and create content that resonates with Recurly’s customer base, ensuring messaging supports key customer success goals.
• Align with Product on Resources and Updates: Work closely with the product team to ensure digital tools and resources reflect the latest product updates and feature releases, keeping customers informed and driving further engagement.

Qualifications

• 2-3 years of experience in customer success, program management, or a similar role, with a focus on managing customer relationships at scale
• Proven success using digital-first approaches (automation, segmentation, email campaigns, webinars) to engage and manage large customer bases
• Strong analytical skills to leverage customer data, health scores, and metrics for optimizing programs and addressing churn risks
• Proficiency with customer success platforms (e.g., Gainsight) and automation tools for managing customer journeys
• Experience in designing and managing automated customer journeys to drive adoption, retention, and satisfaction
• Excellent communication skills, able to deliver value through digital channels and collaborate effectively with cross-functional teams
• Solid project management skills, capable of tracking and executing multiple initiatives simultaneously
• Problem-solving mindset with the ability to use data insights to ensure customer success
• Strong prioritization and time management skills, with the ability to deliver customized presentations via web conferencing
• Familiarity with DTC models; experience with e-commerce, payments, or subscriptions is a plus.

As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family.

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]