Customer Success Manager

🕒 February 26

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 31%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Okendo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🛍️ eCommerce

📣 Marketing

☁️ SaaS

💰 $26M Series A on 2022-07

eCommerce • Marketing • SaaS

Okendo is a comprehensive customer marketing platform designed to build stronger, more profitable customer relationships for e-commerce businesses. The platform integrates various products such as reviews, quizzes, referrals, loyalty programs, and surveys to enhance customer trust, match shoppers with desired products, and improve customer engagement. Okendo's offerings include multiple integrations with platforms like Google, Meta Pixel, and Klaviyo, and are specifically tailored to enhance customer experiences and drive revenue growth. As a tool to leverage customer opinions and loyalty, Okendo empowers businesses to grow their online presence by optimizing conversions and increasing customer lifetime value.

📋 Description

• Deliver value and exceptional customer experience to US-based customers • Own customer retention, Net Retention Revenue, and churn-related strategies for assigned accounts • Respond proactively to churn signals in accordance with SLAs • Help build automated playbooks for the Customer Success team • Manage outreach campaigns based on Account Health Score and customer lifecycle signals • Manage an assigned book of business, including QBRs, customer emails, onboarding follow-up, and 90-day reviews • Collaborate with Support, Onboarding, and Support Solutions Engineering to resolve issues and optimize accounts • Build merchant relationships, demonstrate product value, and drive adoption of new features and products • Lead merchant consultations and source and book demos for the Account Management team • Support expansion initiatives by articulating the value of Okendo's product suite • Ensure successful Onboarding-CS handoffs and growing customer value • Become an expert on Okendo's Reviews, Referrals, Quizzes, Loyalty, and Surveys products • Maintain operational standards, adhere to SLAs, and identify process improvements • Understand merchant technology stacks and leverage partners for integrated marketing programs • Work cross-functionally to troubleshoot and optimize accounts • Maintain awareness of industry trends and contribute recommendations and personal development plans

🎯 Requirements

• At least 5 years of experience working in a customer-facing role at a SaaS company • Strong customer-facing and presentation skills with the ability to establish trust and credibility • Familiarity with retention and expansion playbooks • Comfortable being proactive and pursuing revenue opportunities with the support of the sales team • Flexible mindset and 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 relative importance • Impeccable written, verbal, and presentation communication • High degree of commitment and resilience • Ability to contribute to a positive team culture • Bonus: Familiarity with Shopify, Klaviyo, or Google Shopping