Route
Connecting the world's commerce.
Lehi, UT, USA
Hybrid

Senior Enterprise Customer Success Manager

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Employer Provided Salary: $103,000-$114,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

We are Route

Buying stuff online can get messy once you hit that “order” button. Managing dozens carrier tracking links, dealing with lost or damaged packages, and resolving issues with customer support can feel like a wild goose chase. That’s why we created the Route  — to make the post-purchase experience for consumers like you, and the brands you love, as seamless as possible. 

Route is on a mission to connect the world’s commerce. Through our network of millions of Route App users and thousands of merchants, we’re making it easier than ever for consumers to track, insure, and discover their favorite products in one place — which connects the world’s best direct-to-consumer brands to happy, repeat customers.

Since Route launched in 2018, we’ve been on a journey to build innovative products that empower our customers, all while fostering a people-first, values-driven company culture. We’re looking for talented people across the ecommerce space to join us on the next steps 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.

Opportunity

As a Customer Success Manager, you’ll be entrusted and empowered with portfolios of accounts to develop an intimate understanding of each merchant’s business objectives and prescribe the right post-purchase experience for each. Ultimately, you’ll be responsible for optimizing our most valuable portfolios for revenue expansion and revenue retention. This role provides a ton of opportunity to have a big impact and isn’t for those who thrive in the “routine.” We’re fast-paced, we require innovation and creativity, and we don’t take ourselves too seriously. 

What you’ll Do

  • Manage relationships with a portfolio of partners. Deliver consultative value by resolving issues and helping merchants improve their business
  • Conduct prescriptive and valuable discovery, onboarding, and continued optimization sessions for all new partners
  • Foster relationships with enterprise level accounts to facilitate monthly targets, provide feedback to various internal cross-functional teams, and solidify up-market initiatives by identifying key value propositions and areas for growth
  • Develop strategies to grow existing accounts and retain revenue across a book of business
  • Serve as the primary interface with customers to manage and resolve any critical situations and drive continued optimization and expansion of the platform with your accounts
  • Drive cross-functional and cross-departmental initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

What we’re looking for

  • 4+ years experience in Customer Success, Account Management, or Sales related roles in a SaaS/Tech company
  • Strong business acumen and comfortability developing executive relationships
  • Ability to easily interface with executives and employees at all levels, build connections, and distill meaningful information to drive impact
  • History of proven sales or quota attainment records relative to book size and targets
  • Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems
  • Nimble learner who easily pivots to drive ever-changing initiatives with continuous improvement
  • Strong problem-solving skills and resourcefulness; if you don’t know how to do something, you’ll do whatever it takes to figure it out
  • Outstanding task management skills across a varied set of responsibilities in a fast-paced, high volume environment
  • Someone who embodies a culture of innovation, transparency, discovery and collaboration
  • Bachelor's degree preferred

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 100% of your health insurance premiums on a $0 deductible plan 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: 

UT: $103,000-$114,000 base

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.

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What are Route Perks + Benefits

Route Benefits Overview

Route offers an array of benefits including generous salaries, stock options, 100% healthcare coverage, and an unlimited PTO policy.

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.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

This is only the beginning of what we are looking to create here at Route. We embrace a unique office environment that strives to celebrate the little things on a daily basis, offers opportunities to stretch our skillsets and fully invest in exploration and self discovery. Experiential benefits are on the very near horizon!

We are currently building a new office space in the heart of Santa Monica! The new location features a beautiful outdoor space to accommodate the numerous events planned in the future!

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