Senior Customer Success Manager

Summary

Join Ordergroove's Customer Success Team as a Customer Success Manager and build strong client relationships, acting as a valuable partner. You will own the post-sales experience, working directly with clients to understand their business needs and ensure their success. Leverage your consultative and relationship-building skills to deliver strategic recommendations and expertise. This role requires experience supporting clients in the Direct Sales industry and understanding their unique needs. You will develop and manage project plans, conduct business reviews, and participate in cross-functional projects. The ideal candidate possesses strong communication and presentation skills, experience in web-based business or retail, and the ability to manage competing priorities in a fast-paced environment.

Requirements

• 3-6+ 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
• An ability to manage competing priorities in a fast-paced environment
• 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 and how it fits into their long-term and short-term goals
• 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
• Leverage your knowledge of the Direct Sales industry to tailor strategies and communications that resonate with companies operating in this space

Preferred Qualifications

• Experience working with customers in the Direct Sales industry and familiarity with their operational models and success metrics is strongly preferred
• 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
• Excellent work ethic, team player, resourceful, and a positive ‘can-do’ outlook

Benefits

• Flexible PTO
• A totally remote (anywhere in the US) workforce
• An 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