Customer Success Manager II

About Recurly

Recurly, Inc. is a SaaS platform focused on subscription management, helping businesses handle the full subscription journey. Well-known brands such as SoundCloud, citizenM, Experian, Kahoot!, and OS Maps use Recurly to manage recurring revenue, improve billing and revenue operations, and reduce churn-related losses. Since 2009, the platform has supported subscription billing for thousands of companies across 55 countries. In 2024, Recurly recovered $1.3 billion in customer revenue through its AI-driven platform. In 2025, the company added Redfast and Prive to bring billing, engagement, and ecommerce capabilities together, and introduced Recurly Commerce and Recurly Engage.

Recurly is supported by Accel-KKR, a technology-focused private equity firm with more than $10 billion in capital commitments, giving the company access to resources that support ongoing product investment and expansion of go-to-market efforts.

Role Overview

Recurly is hiring a Customer Success Manager II to act as a trusted advisor, commercial partner, and strategic relationship manager for a portfolio that includes both scaling SMB accounts and more complex enterprise customers. This role owns the post-sale relationship and focuses on helping customers reach measurable business outcomes through better adoption, optimisation, retention, and long-term growth.

You will need to understand each customer’s goals, priorities, stakeholder structure, and operational challenges so you can spot opportunities to increase value, reduce risk, and deepen the partnership. The role also includes leading renewals across your book of business, from strategy and commercial discussions through to execution, with an eye on retention and expansion.

What Success Looks Like

Customer success at Recurly is judged by the outcomes customers achieve. The ideal candidate is curious, accountable, commercially aware, and comfortable speaking with both operational teams and senior executives. You should enjoy solving complex problems, working quickly in a dynamic environment, and continuously improving the customer experience.

You’ll be expected to combine strategic thinking with strong follow-through, communicate clearly and confidently, use data to build persuasive narratives, and guide discussions around adoption, value delivery, renewals, and growth.

Key Competencies

• Managing strategic customer relationships
• Strong executive communication and presence
• Commercial judgement and renewal ownership
• Spotting and reducing customer risk
• Driving adoption and demonstrating value
• Curiosity about business and technology
• Collaborating across functions and influencing others
• Excellent organisation and prioritisation
• Turning data into practical insights

Responsibilities

• Act as the main strategic contact for a portfolio of SMB and enterprise customers
• Create and keep updated account plans based on customer goals, success measures, use cases, stakeholder needs, and market context
• Guide customers toward better outcomes through adoption support, optimisation, and recommended best practices
• Develop trusted relationships with stakeholders at multiple levels, including executive sponsors and decision-makers
• Run customer meetings such as business reviews, planning sessions, success planning conversations, and value-realisation discussions
• Track customer health, surface risks early, and put mitigation actions in place to protect retention and satisfaction
• Own renewals end to end, including forecasting, strategy, commercial discussions, negotiation support, risk management, and retention forecasting accuracy
• Spot expansion opportunities and work with Account Management and Sales to grow accounts
• Represent the customer internally by sharing product feedback, customer needs, and market signals
• Work closely with Product, Support, Marketing, Professional Services, and Sales to create a strong customer experience
• Support advocacy efforts such as references, reviews, case studies, speaking opportunities, and customer events
• Keep CRM and Customer Success records current, including account plans, success plans, risk reviews, and engagement notes
• Travel to customer locations, industry events, and company meetings when needed

Requirements

• 3 to 5 years of experience in Customer Success, Account Management, Consulting, or another customer-facing SaaS position
• Proven ability to manage customer relationships, renewals, and retention outcomes
• Experience working with both SMB and enterprise customers
• Prior exposure to commercial contracts and relationship management is preferred
• Comfort working across organisations with several stakeholders and decision-makers
• Strong presentation skills, communication ability, and executive-level engagement experience
• Experience leading strategic business reviews and value-based customer conversations
• Demonstrated ability to identify risk, influence outcomes, and improve adoption
• Hands-on experience with CRM and Customer Success tools such as Salesforce and Gainsight
• Strong analytical and problem-solving ability, with the skill to connect data to business results
• Understanding of SaaS and subscription-based business models

Benefits

As a full-time employee, you will have access to a competitive benefits package designed for you and your eligible dependents. Coverage includes medical, dental, and vision insurance, along with life insurance, short- and long-term disability, hospital indemnity, critical illness cover, employee accident protection, an HSA with company contribution, FSA options, employee assistance support, legal insurance, and pet insurance.

Additional Perks

• 401(k) retirement plan with company match
• More than 25 days of paid leave plus public holidays
• Company events
• Training and development support
• Tuition reimbursement
• Commuter benefits
• Volunteer opportunities
• Monthly internet stipend

Equal Opportunity and Accommodations

Recurly is an equal opportunity employer. All qualified candidates will be considered without discrimination based on gender, age, race, religion, or other legally protected characteristics. The company also provides reasonable accommodations for candidates with disabilities during the hiring process. If you require assistance or accommodation because of a disability, you can contact talent@recurly.com.