Customer Success Manager II

About Recurly:

Recurly, Inc. is a SaaS company providing a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Category-defining companies including Sling TV, Twitch, FabFitFun, Paramount+, Lucid Software, and have chosen Recurly to manage billions of dollars in recurring revenues, future-proof their recurring billing and revenue management, and recover billions of dollars in lost revenue due to churn. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Recurly recovered $1.3 billion in customer revenues in 2024 through its AI-powered platform. In 2025, Recurly acquired Redfast and Prive, unifying billing, engagement, and ecommerce capabilities, and launched Recurly Commerce and Recurly Engage. 

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.

Role:  

Recurly seeks a Customer Success Manager II who is a skilled relationship builder, strategic advisor, and commercial partner with a proven track record of managing customers across a range of business sizes from growing SMB organizations to more complex enterprise accounts.

You will own the post-sale relationship for a portfolio of customers, serving as their trusted advisor while helping them achieve their desired business outcomes. In this role, you will drive customer adoption, optimization, retention, and long-term growth by helping customers realize measurable value from Recurly's platform. Success requires a deep understanding of your customers' business objectives, evolving priorities, stakeholder landscape, and operational challenges. You will proactively identify opportunities to increase value, mitigate risk, and strengthen customer partnerships.

As a Customer Success Manager II, you will also own the execution of renewals across your portfolio, leading renewal strategy, commercial conversations, retention efforts, and identifying opportunities for expansion to ensure strong business outcomes for both your customers and Recurly. 

At Recurly, customer success is measured by customer outcomes. Their success is your success

Persona:

You are passionate about customer outcomes and take pride in helping customers achieve meaningful business results. You approach customer relationships with curiosity, accountability, and a consultative mindset. You are highly organized, commercially aware, and comfortable navigating conversations with both operational stakeholders and executive leaders.

You thrive in fast-paced environments, enjoy solving complex business challenges, and consistently look for opportunities to improve the customer experience. You balance strategic thinking with strong execution and are motivated by customer retention, growth, and advocacy.

You are a confident communicator and presenter who can connect platform capabilities to business outcomes, leverage data to tell compelling stories, and lead discussions around adoption, value realization, renewals, and growth opportunities.

Key Competencies

• Strategic relationship management
• Executive presence and communication
• Commercial acumen and renewal management
• Risk identification and mitigation
• Customer adoption and value realization
• Business and technical curiosity
• Cross-functional collaboration and influence
• Strong organization and prioritization skills
• Ability to translate data into actionable insights

Responsibilities

• Serve as the primary strategic advisor for a portfolio of SMB and Enterprise customers.
• Develop and maintain strategic account plans by understanding customer business objectives, success criteria, use cases, stakeholder priorities, and industry trends.
• Proactively guide customers toward achieving desired outcomes through adoption, optimization, and best-practice recommendations.
• Build and maintain trusted relationships across multiple stakeholder levels, including executive sponsors and decision makers.
• Lead customer engagement activities including business reviews, strategic planning sessions, success plans, and value realization discussions.
• Monitor customer health, identify risks early, and develop mitigation plans to protect retention and customer satisfaction.
• Own the renewal process from forecasting through execution, including renewal strategy development, commercial conversations, negotiation support, risk mitigation, and accurate forecasting of retention outcomes.
• Identify expansion opportunities and partner with Account Management and Sales teams to drive growth within the customer base.
• Act as the voice of the customer by capturing and communicating product feedback, market trends, and customer needs.
• Partner cross-functionally with Product, Support, Marketing, Professional Services, and Sales to deliver exceptional customer experiences.
• Contribute to customer advocacy initiatives including references, reviews, case studies, speaking opportunities, and customer events.
• Maintain accurate account plans, success plans, risk assessments, and customer engagement records within CRM and Customer Success platforms.
• Travel to customer sites, industry events, and company meetings as needed.