Customer Success Manager
About the role
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.
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 commercial client-facing role.