Customer Success Manager

🕒 February 26

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Okendo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

🛍️ eCommerce

☁️ 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

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs. • Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team. • Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle. • Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews. • Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues. • Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products. • Lead merchant consultations with your assigned accounts. • You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite. • Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.

🎯 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 communication, both written and verbal, and presentation. • A high degree of commitment and resilience as you work to enable the best outcomes for your customer. • Contributes to a positive team culture by representing company values with your team and external clients. • Bonus: Familiarity with Shopify, Klaviyo, or Google Shopping

🏖️ Benefits

• Competitive salary • Remote work options