[Hiring] Associate Customer Success Manager @Order.co

Role Description

• 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.

Success Metrics

• Reduction in customer health flags across your book of business.
• Strong performance against retention and churn reduction goals.
• Consistent execution of proactive outreach and save motions.
• Improved customer engagement and product adoption trends across your accounts.

Qualifications

• 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.
• The anticipated annual salary range for this role is $80,000-$100,000 OTE. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.