Customer Success Manager

🕒 September 16

🗽 New York – Remote

🗽 New York – Remote

💵 $90k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 2%

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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

• Own long-term success, retention, and growth across a portfolio of enterprise Shopify merchants • Manage a book of high-ARR enterprise accounts and meet quarterly NRR, GRR, and expansion targets • Build and execute strategic success plans aligned with merchant goals, peak retail moments, and product roadmaps • Identify churn and downsell risk using account health signals, usage data, and executive relationship mapping • Lead renewal strategy and commercial negotiations with Account Management and Finance • Drive adoption across Reviews, Loyalty, Referrals, Quizzes, and Surveys • Run quarterly executive business reviews connecting Okendo’s impact to revenue, AOV, LTV, repeat rate, and CAC efficiency • Build relationships with executive stakeholders and day-to-day operators • Identify, qualify, scope, and close cross-sell and upsell opportunities with Account Management • Provide enterprise feature requests, integration gaps, and competitive insights to Product • Develop expertise in Okendo’s platform, Shopify ecosystem, and ecommerce retention stack • Build relationships with agency and ecosystem partners • Coordinate Support, Onboarding, Solutions Engineering, and Product to accelerate account outcomes • Contribute playbooks, mentor teammates, and help shape enterprise customer success practices

🎯 Requirements

• 5+ years in enterprise customer success, account management, or strategic accounts at a B2B SaaS company—ideally selling to ecommerce, marketing, or retention teams • Track record of owning a multi-million-dollar book of business and consistently hitting NRR, GRR, and expansion targets • Strong commercial acumen and executive presence; ability to hold a sharp, data-driven conversation with a CMO or VP of Ecommerce • Comfortable leading commercial conversations, including renewals, expansion pricing, and executive-level negotiations, in partnership with sales • Deep familiarity with the Shopify ecosystem and modern ecommerce retention stack, including Klaviyo, Attentive, Gorgias, Postscript, and TikTok Shop • Skilled at building executive relationships, leading quarterly business reviews, and translating product usage into measurable business outcomes • Excellent written and verbal communication • Highly organized and operationally rigorous • Bonus: prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack

🏖️ Benefits

• Data-backed and validated compensation strategy • 100% employer-paid coverage of employee health insurance • Comprehensive dental and vision coverage • 4 weeks of PTO; carryover allowed • 11 holidays • Sick, bereavement, and jury duty paid time off • 12 weeks of Paid Family Leave • Feedback-driven culture • Exposure to the biggest and best ecommerce brands globally • Work remotely in the USA or from a local WeWork

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