SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Route is a leading post-purchase platform for ecommerce, trusted by over 13,000 brands and protecting more than $20 billion in gross merchandise value. The company has raised over $250 million from top-tier investors and is building the complete ecosystem that powers the customer experience after checkout—from package protection and order tracking to returns, loyalty, and product recommendations.
As a Customer Success Manager, you will own a portfolio of strategic ecommerce merchants and drive revenue retention, growth, and long-term success. This role moves beyond traditional relationship management into true commercial ownership: you'll think about your portfolio as a business, understanding renewal strategy, account profitability, and growth opportunities while helping merchants maximize Route's value.
Key responsibilities include managing the full customer lifecycle (onboarding, adoption, renewals, retention, contract negotiations), monitoring account health and commercial performance, identifying expansion opportunities, supporting legacy contract migrations, and participating in executive sponsorship programs. You'll build trusted relationships through virtual and in-person engagement with senior stakeholders.
The ideal candidate has 3–5 years of experience in Customer Success, Account Management, or post-sale roles in SaaS, ecommerce technology, fintech, or complex B2B environments. You should have a track record owning renewals and growth within a book of business, strong commercial acumen, exceptional communication skills, executive presence, high emotional intelligence, intellectual curiosity about customer businesses, and a strong ownership mentality. The Customer Success organization is actively being invested in and scaled with strong executive support, and your success will be measured by both relationships built and business outcomes delivered.
