Customer Success Manager

🕒 February 26

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 51%

What it means: the chance that no one is really hiring for this job.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, assigned-account net retention revenue, and churn-related strategies • Respond proactively to churn signals according to SLAs • Help build automated playbooks to amplify CSM team effectiveness • Manage outreach campaigns using 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 teams • 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 merchant value • Become an expert on Okendo’s Reviews, Referrals, Quizzes, Loyalty, and Surveys products • Maintain operational standards and SLAs while identifying process improvements • Understand merchant technology stacks and leverage partners for integrated marketing programs • Coordinate with cross-functional resources to troubleshoot and optimize accounts • Work with management on 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 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 • Contributes to a positive team culture by representing company values • Familiarity with Shopify, Klaviyo, or Google Shopping is a bonus

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