Senior Solutions Manager I

About Recurly:

Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024.

Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives.

As a Senior Solutions Manager I, you will strategically drive new customers through Recurly's onboarding journey, prioritizing rapid time-to-value and maximizing customer satisfaction. To achieve this, you will be adept at building strong, collaborative partnerships, both externally with new customers and internally across various Recurly departments. Your expertise in Recurly's platform and features enables you to deliver insightful and tailored configuration strategies. By deeply understanding each customer's business goals, you will serve as a trusted advisor, guiding them toward best-practice implementation decisions that lay the foundation for their sustained success with Recurly. The Onboarding team's mission is to empower customers to achieve efficient setup and realize the full potential of the Recurly platform for long-term growth.

• Orchestrate and project manage the end-to-end customer onboarding journey to accelerate time-to-value (TTV) and ensure a seamless transition.
• Conduct comprehensive training sessions to educate customers on Recurly's platform capabilities and guide them through account setup and initial configuration.
• Develop and execute tailored onboarding plans that align with individual client needs and exceed expectations, ensuring a personalized and valuable experience.
• Lead engaging onboarding sessions and workshops, providing expert guidance on platform setup, configuration best practices, and strategic utilization.
• Proactively monitor customer health and progress throughout onboarding, utilizing internal PSA software to identify trends and potential risks.
• Maintain meticulous and accurate records of onboarding activities, progress, and key outcomes to facilitate internal reporting, analysis, and proactive customer management.
• Demonstrate a strong aptitude for quickly understanding and applying new business models and technological paradigms relevant to the subscription commerce landscape.
• Collaborate effectively and proactively with cross-functional internal teams (e.g., Sales, Support, Product) to ensure alignment on priorities, adhere to established guidelines, and deliver a unified and exceptional customer experience that scales globally.
• Provide hands-on configuration and optimization of client solutions when necessary, leveraging deep platform knowledge to address specific requirements.
• Diagnose and troubleshoot technical and functional issues, effectively identifying roadblocks and escalating complex cases appropriately to ensure timely resolution.
• Maintain clear and consistent communication with both internal and external stakeholders, providing visibility on onboarding progress, potential challenges, and key milestones to ensure alignment at all levels.
• Develop, document, and champion onboarding best practices and standardized processes to drive program efficiency, improve performance metrics, and ensure predictable, repeatable, and scalable results.
• Analyze onboarding experiences and champion lessons learned to drive continuous improvement initiatives and proactively mitigate potential issues.
• Actively manage and integrate new changes and product updates into standard onboarding best practices and customer education materials.
• Effectively manage multiple concurrent onboarding projects and customer engagements, consistently delivering high-quality results and maintaining exceptional organizational skills.
• Contribute to the development and refinement of onboarding collateral and resources.
• Serve as an advocate for customer needs and provide feedback to Product and Engineering teams.
• Mentor and guide less experienced team members.

• Minimum of 5 years of relevant experience within the FinTech industry, including exposure to SaaS business models and technologies.
• Minimum of 7 years of progressive customer-facing experience in a technical onboarding, implementation, or professional services role, with a proven track record of building strong relationships and exceeding customer expectations.
• Exceptional communication (written and verbal) and presentation skills, including the ability to articulate complex technical and business concepts clearly and persuasively to diverse audiences at all organizational levels (SMB, Enterprise, Executive).
• Demonstrated excellence in project management, with the ability to effectively prioritize, manage multiple concurrent projects, maintain meticulous organization, and drive timely results while maintaining empathy and a customer-centric approach.
• Strong understanding of the mechanics and best practices of a SaaS Professional Services or Customer Success organization, including onboarding methodologies and customer lifecycle management.
• Proven ability to quickly learn and apply new business models, technical concepts, and product features, demonstrating adaptability and intellectual curiosity.
• Demonstrated ability to effectively troubleshoot technical and functional challenges, identify root causes, and drive solutions, including the ability to escalate appropriately when necessary.
• A proactive and growth-oriented mindset with a passion for continuous improvement, demonstrated by a desire to iterate on processes, tools, and templates to enhance efficiency and customer experience.
• Experience with CRM and PSA software (e.g., Salesforce, Gainsight, NetSuite PSA).
• Familiarity with subscription billing platforms (ideally Recurly).
• Bachelor's degree in a relevant field (e.g., Business, Finance, Technology, related discipline).

• Familiarity with API integrations

Benefits:

As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance.

Other perks may include:

401(k) Retirement Plan and company match

Company equity

Flex Time Off

Company Events

Training/Development

Tuition reimbursement

Commuter benefits

Volunteer opportunities

Monthly internet stipend

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com