Customer Success Manager

We Are Route When shoppers hit "buy," a great customer experience doesn’t end, it’s just getting started. For too long, everything after checkout has been the weakest link in ecommerce: confusing tracking, lost or damaged packages, clunky returns, and missed opportunities to turn first-time buyers into lifelong fans. That's why we built Route. Our mission is simple: we create shopper confidence that fuels brand growth. Route is the leading post-purchase platform for modern ecommerce, trusted by over 13,000 brands and protecting more than $20 billion in gross merchandise value to date. From package protection and industry-leading order tracking to returns and exchanges, cash back loyalty, and engaging product recommendations, Route brings every moment after checkout into one powerful platform, empowering shoppers with visibility and peace of mind while giving merchants loyalty that lasts well beyond the first sale. Since launching in 2018, Route has raised over $250 million from leading investors including Craft Ventures, Hedosophia, and Hanaco Ventures, and has grown into a complete post-purchase ecosystem loved by millions of shoppers and the brands they buy from. Throughout that growth, we've stayed committed to building innovative products that empower our customers and to fostering a people-first, values-driven culture that makes Route a place where great work and great people thrive. We're looking for talented people across the ecommerce space to join us on the next chapter 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. 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. You will join a Customer Success organization that is actively being invested in and scaled, with strong executive support and a clear belief that Customer Success is a core revenue-driving function. Your success will be measured not only by the relationships you build, but by the business outcomes you deliver. 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 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 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. 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 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.