Customer Success Manager

Summary

Join Okendo as a Customer Success Manager and deliver exceptional customer experiences that drive our rapid growth. You will work with a team of world-class CSMs, acting as a trusted advisor to merchants, focusing on retention, expansion, and satisfaction. Responsibilities include owning product delivery, pursuing retention and expansion opportunities, cultivating merchant relationships, and improving internal processes. You will manage accounts, collaborate across departments, drive advocacy and adoption, and source expansion opportunities. The role requires strong customer-facing skills, at least 5 years of SaaS experience, and familiarity with retention and expansion playbooks. A positive attitude, strong communication skills, and a commitment to excellence are essential.

Requirements

• Strong customer-facing and presentation skills with the ability to establish trust and credibility
• At least 5 years of experience working in a customer-facing role at a SaaS company
• Familiarity with retention and expansion playbooks
• Comfortable being proactive and pursuing revenue opportunities with the support of the sales team
• A flexible mindset, willingness to participate in the creation and testing of new processes
• Ability to work in a high-volume environment
• Positive attitude, empathy, and high energy
• Ability to think through problems and prioritize tasks based on their relative importance
• Impeccable communication, both written and verbal, and presentation
• A high degree of commitment and resilience as you work to enable the best outcomes for your customer
• Contributes to a positive team culture by representing company values with your team and external clients

Responsibilities

• Own customer retention
• Maintain Net Retention Revenue on assigned accounts
• Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs
• Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team
• Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle
• Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews
• Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues
• Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products
• Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo
• Lead merchant consultations with your assigned accounts
• You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite
• Drive Customer Value: Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products
• Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases
• Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement
• Understand the merchant tech stack and learn how to leverage partners to effectively build integrated marketing programs
• Know who, how, and when to work with cross-functional internal resources (support, onboarding, engineering…) to troubleshoot/optimize accounts
• Work with management to identify areas and implement personal development plans. Maintain awareness of industry trends and bring recommendations to the team. Take ownership of mistakes and celebrate wins with the team

Preferred Qualifications

Familiarity with Shopify, Klaviyo, or Google Shopping