Customer Success Manager
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Job Description
Customer Success Manager guiding retailers’ subscription programs, from strategy through optimization. Building client relationships and driving recurring revenue with Ordergroove’s commerce platform.
Responsibilities:
- Own the post-sales experience and work directly with customers to ensure their success
- Develop a deep understanding of customers’ businesses, objectives, and success criteria for relationship commerce programs
- Own portfolio health and results by anticipating blockers, driving action across stakeholders, and being accountable for outcomes
- Identify customer stakeholders and build relationships with client operating partners
- Anticipate customer needs, identify key activities and interdependencies, and manage project plans for timely, high-quality customer programs
- Educate customers on best practices and advise on strategies and tactics to improve relationship commerce KPIs and business objectives
- Conduct comprehensive business reviews and provide data-backed recommendations to maximize subscription program results
- Use scalable tools for asynchronous customer engagement and lead effective remote and occasionally on-site customer meetings
- Participate in and guide innovative cross-functional customer projects
- Support internal team members and share best practices to achieve Customer Success team goals
Requirements:
- 3-6+ years of customer management/vendor management experience, ideally with SaaS retail-tech or mar-tech experience
- Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
- Outstanding communication, interpersonal, and presentation skills, including communicating with executives, distilling complex data into clear narratives, navigating hard conversations, and commanding a room
- Web-based business or retail industry experience, including e-commerce on Shopify, Salesforce, BigCommerce, and Magento
- Prior experience working for or with digital agencies
- Ability to manage competing priorities in a fast-paced environment
- Advanced skills in Google Suite
- BS / BA degree required
Benefits:
- Fully flexible work-from-anywhere culture
- Flexible PTO
- Totally remote workforce anywhere in the US
- Annual personal development budget for wellness, career development, productivity at home, etc.
- Competitive compensation
- Stock options
- Incredible, affordable benefits
- Small group community events, including trivia night, cooking classes, and book clubs
- Virtual coffees
- Weekly team updates and quarterly all-hands meetings
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