Remote Senior Customer Success Manager

Summary

Join Ordergroove's dynamic environment as a Senior Customer Success Manager to build client relationships, deliver strategic recommendations, and ensure customer success.

Requirements

• 5+ years of customer management/vendor management experience ideally with some experience working in SaaS retail-tech or mar-tech
• Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
• Outstanding communication, interpersonal, and presentation skills
• Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce and Magento
• Desire to go beyond the basics and bring new ideas and thinking to Ordergroove and our clients
• Optimistic, able to face challenging problems with enthusiasm, with a willingness to roll up your sleeves to get the job done
• An ability to manage competing priorities in a fast-paced environment
• Excellent work ethic, team player, resourceful, and a positive ‘can-do’ outlook
• Advanced skills in Google Suite
• BS / BA degree required

Responsibilities

• Develop a deep understanding of your customers’ businesses, including their objectives and success criteria for a relationship commerce program
• Understand your customer’s organizational landscape, identify key stakeholders, and build solid relationships with client operating partners
• Anticipate customer needs, identify key activities needed to push results, recognize interdependencies, and develop and manage project plans to ensure delivery of timely, high-quality customer programs and excellent customer service
• Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives
• Conduct comprehensive business reviews that demonstrate a deep understanding of your customer’s subscription program goals and results and provide data-backed recommendations that will maximize program results
• Participate in and provide guidance for innovative cross-functional projects for your customer
• Support internal team members and share best practices to ensure that Customer Success team goals are met

Benefits

• Flexible PTO
• Totally remote (anywhere in the US) workforce
• Annual personal development budget that you use for what matters to you (wellness, career development, productivity at home, etc)
• Competitive compensation (including stock options)
• Incredible, affordable benefits