Customer Success Manager
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Job Description
Customer Success Manager helping US businesses optimize purchasing and payments with Order.co’s B2B SaaS platform. Owning retention, expansion, adoption, and strategic customer relationships.
Responsibilities:
- Serve as the main point of contact for assigned accounts, owning the full post-sale customer journey
- Build strong relationships with Operations and Finance professionals at small, medium, and large complex organizations
- Retain and grow a rapidly expanding book of business
- Serve as the expert and go-to consultant on purchasing and payments best practices
- Understand clients’ business goals and educate them on leveraging their Order subscription to meet those goals
- Increase share of wallet, meet aggressive revenue targets, mitigate churn, and build brand champions
- Collaborate with Operations and Product teams to translate customer feedback into platform improvements
- Monitor account Support ticket volume and proactively escalate risk
- Work with Management to understand analytical trends for clients and identify strategic opportunities
Requirements:
- 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment
- Consistently met and/or exceeded revenue and/or retention targets
- Experience managing client data within a CRM
- Familiarity with highly consultative, short sales cycles
- Exceptionally skilled at building strong business relationships
- Ability to work equally well with end users and C-level decision-makers
- Action-oriented and results driven
- Ability to work in a team environment
- Ability to prioritize autonomously and ask for advice or help when necessary
- Excellent and collaborative written and verbal communication
- Self-aware, team-focused, and able to provide insight into process optimization
Benefits:
- A competitive compensation package including base and uncapped variable components
- The opportunity to grow quickly within the GTM organization
- Employer-sponsored 401(k)
- A deep knowledge and understanding of selling a SaaS B2B product in the purchasing and payment space
- The opportunity to grow 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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