Enterprise Success Manager

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

Route's Enterprise Customer Success team is responsible for driving outcomes across Route's largest and most strategic commerce customers. The team works closely with Enterprise Sales and Product to support complex organizations with senior stakeholders, layered decision-making, and enterprise-scale requirements.

The opportunity

As an Enterprise Success Manager, you're focused on proactive partnership, driving adoption, accelerating time-to-value, and unlocking long-term growth across enterprise accounts. Rather than reactive support, the Enterprise Success Manager operates as a strategic advisor to executive sponsors and functional leaders, ensuring Route is deeply embedded within each customer's broader commerce ecosystem.

You'll have the opportunity to collaborate with some of the most recognized and influential brands in commerce, working alongside senior stakeholders to deliver measurable business impact at enterprise scale.

What you'll do

• Own business outcomes for a portfolio of enterprise commerce customers, driving adoption, value realization, retention, and expansion
• Build and sustain trusted relationships with VP- and C-level stakeholders, serving as a strategic advisor across customer organizations
• Lead strategic onboarding, success planning, and executive-level QBRs aligned to each customer's business objectives
• Proactively identify risk, manage escalations, and execute mitigation strategies in support of a zero-attrition mandate
• Partner closely with Enterprise Sales to drive renewals, expansions, and long-term account strategy
• Collaborate cross-functionally with Product, Solutions Engineering, and Support to deliver enterprise-scale solutions and influence roadmap priorities
• Translate customer business goals into measurable success metrics and actionable plans
• Contribute to the development and evolution of Route's enterprise customer success playbook as the organization scales

What we're looking for

• 6 years of experience in Customer Success, Account Management, or a similar post-sale role within eCommerce, retail, or digital commerce platforms
• Proven success managing enterprise commerce customers with complex implementations, multiple brands, or high-GMV operations
• Demonstrated ability to deliver end-to-end solutions across multi-product commerce platforms, not single-product implementations
• Strong track record driving adoption, value realization, retention, and expansion in senior-stakeholder environments
• Experience building trusted relationships with VP- and C-level executives and operating as a strategic advisor
• Experience leading Executive Business Reviews (EBRs/QBRs) that tie product adoption and performance to customer business outcomes
• Ability to navigate multi-stakeholder enterprise organizations, including technical, operational, and commercial teams
• History of partnering closely with Enterprise Sales, Product, Solutions Engineering, and Support to achieve customer outcomes
• Proven skill in early risk identification, escalation management, and protecting enterprise ARR
• Willingness and ability to travel as needed to support strategic customer relationships

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 95% - 100% of your health insurance premiums 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:

National: $104,000
New York: $135,000
Los Angeles: $117,000
San Francisco: $113,000

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.