Associate Customer Success Manager
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Job Description
Manage a portfolio of SMB customers at Order.co, driving retention and engagement through proactive outreach and relationship management. Collaborate with cross-functional teams to ensure success and improve customer experience.
Responsibilities:
- Manage a large portfolio of SMB customers, focused on driving retention and improving overall customer health
- Execute high-quality, repeatable outreach and save motions to proactively address risks and prevent churn
- Monitor account health signals (usage, spend patterns, support trends) to identify and resolve issues early
- Conduct regular book reviews and data analysis to prioritize at-risk accounts and take action
- Partner with customers via email, calls, and virtual touchpoints to remove blockers and ensure continued success with Order.co
- Act as a trusted guide on day-to-day platform usage, helping customers get consistent value from Order.co
- Collaborate closely with Support, Product, and senior CSMs to escalate and resolve customer issues quickly
- Capture and share customer feedback to help improve product experience and reduce recurring friction points
- Support broader Customer Success initiatives aimed at improving cohort health, retention, and TPV attainment
Requirements:
- 1–3 years of experience in Customer Success, Account Management, Support, or a similar customer-facing role
- Strong organizational skills with the ability to manage a high volume of accounts and tasks simultaneously
- Comfortable working with data to identify trends, risks, and opportunities
- Excellent communication skills across email, phone, and virtual interactions
- Highly proactive → you don’t wait for problems to surface; you go find them
- Strong sense of ownership and follow-through → you close the loop and get things done
- Curious and solutions-oriented →you dig into problems and find ways to resolve them
- Team-oriented, with a willingness to collaborate and escalate when needed to unblock customers
Benefits:
- A competitive compensation package including base and variable as well as stock options
- The opportunity to grow within the overall Customer Success organization
- Employer-sponsored 401(k) including an employer match
- The opportunity to develop and perform in a fast-paced environment alongside a stellar team
- Flexible time off and remote work policies
- Robust medical, dental, vision, and wellness benefits
- Generous leave policies and support for new and current parents
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