Customer Success Manager

🕒 February 26

🇨🇴 Colombia – 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 experiences to US-based customers • Own customer retention, including maintaining Net Retention Revenue on assigned accounts • Define and build retention strategies and respond proactively to churn signals according to SLAs • Help build automated playbooks to amplify the reach and efficacy of the Customer Success team • Manage outreach campaigns based on Account Health Score and other customer-lifecycle signals • Manage an assigned book of business while adhering to operational standards and SLAs • Conduct QBRs, customer emails, onboarding follow-up, and 90-day reviews • Collaborate with Support, Onboarding, and Support Solutions Engineering to answer inquiries, configure merchants, and detect and resolve issues • Build merchant relationships, demonstrate product value, and drive adoption and education 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 product suite and stay current on product changes and merchant use cases • Maintain operational standards, identify improvements, and work cross-functionally to troubleshoot and optimize accounts • Understand merchant technology stacks and leverage partners to build integrated marketing programs • Maintain personal development plans, monitor industry trends, and bring recommendations to the team

🎯 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 written, verbal, and presentation communication • A high degree of commitment and resilience • Contributes to a positive team culture by representing company values with your team and external clients • Familiarity with Shopify, Klaviyo, or Google Shopping is a bonus