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 customers to understand their businesses and ensure their success. Leverage your consultative and relationship-building skills to deliver strategic recommendations and expertise. This role requires a deep understanding of customer needs and the ability to manage complex projects. You will educate customers on best practices and provide data-backed recommendations to maximize program results. The ideal candidate possesses 3-6+ years of customer management experience, ideally in SaaS retail-tech or mar-tech, along with strong communication and project management skills. Ordergroove offers a fully flexible, remote work environment with competitive compensation, benefits, and a personal development budget.

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
• 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

Preferred Qualifications

• 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

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