What the team does

Recart's enterprise merchants don't just need support. They need a strategic partner who understands their business, knows the product deeply, and can translate both into a plan that drives revenue.

The workload is dynamic and rarely predictable. A churn conversation, a carrier price increase, and a major merchant launch can all land in the same week. CSMs adapt fast, stay close to their accounts, and bring their own judgment to every situation rather than waiting for a playbook to tell them what to do. The team works cross-functionally by default: merchant feedback shapes product decisions, CS relationships are often how new features get stress-tested in the real world, and the best CSMs here don't just respond to what merchants ask. They spot what merchants haven't asked yet.

What they work on

• Owning a portfolio of named enterprise accounts, managing relationships, strategy, renewals, and expansion
• Running weekly performance reviews and building ROI reports per merchant (popup revenue, flow performance, A/B test results)
• Recommending and implementing A/B tests, new flows, popup redesigns, and feature rollouts based on merchant data
• Leading churn prevention. Identifying signals early, diagnosing root causes, and putting together concrete retention proposals
• Coordinating contract renewals, pricing negotiations, and plan upgrades
• Acting as the first line of response on merchant-facing product questions, feature requests, and escalations
• Feeding merchant pain points back to Product. CSMs are often the first to surface what needs to be built next

Who thrives here

You'll do well here if you're commercially minded, technically curious, and not afraid to dig into data to form your own view. CSM at Recart isn't a ticket-handling function, it's a revenue-driving one. The best people on this team treat their accounts like a business inside a business.

Deep Klaviyo and Shopify knowledge is a genuine advantage. So is comfort with ambiguity. Merchant situations are rarely clean, and the right answer usually requires pulling context from three different tools and two Slack threads.

Size & structure

~3-4 CSMs led by the Head of Customer Success, Product and Engineering.