[Hiring] Customer Success Manager @Okendo

Role Description

As a Customer Success Manager, you will be responsible for delivering value and exceptional customer experience to US-based customers. You will join a global team of CSMs who are recognized by our merchants as trusted advisors. CSMs at Okendo are accountable for their retention, expansion, and overall customer satisfaction. You will own the successful delivery of our suite of products, while actively pursuing retention and expansion opportunities through constant value demonstration. You will cultivate relationships with merchants and embody our can-do attitude to meet and exceed their expectations at scale, both through 1:1 touch points and group-based campaigns. You will be involved in the constant evolution of our processes to maintain our operational excellence and efficiency at scale, within the Customer Success team, and collaboratively with other departments.

• Own customer retention
• Maintain Net Retention Revenue on assigned accounts
• Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs.
• Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team.
• Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle.
• Be A Strategic Partner to Merchants
• Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews.
• Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues.
• Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products.
• Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo.
• Source Expansion Opportunities
• Lead merchant consultations with your assigned accounts.
• You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite.
• Drive Customer Value: Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.
• Industry, Product, and Company Expertise
• Product Expertise: Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases.
• Operations: Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement.
• Partner and competitive landscape: Understand the merchant tech stack and learn how to leverage partners to effectively build integrated marketing programs.
• Communication: Know who, how, and when to work with cross-functional internal resources (support, onboarding, engineering…) to troubleshoot/optimize accounts.
• Set high standards: Work with management to identify areas and implement personal development plans. Maintain awareness of industry trends and bring recommendations to the team. Take ownership of mistakes and celebrate wins with the team.

Qualifications

• Strong customer-facing and presentation skills with the ability to establish trust and credibility
• At least 5 years of experience working in a customer-facing role at a SaaS company
• Familiarity with retention and expansion playbooks
• Comfortable being proactive and pursuing revenue opportunities with the support of the sales team
• A flexible mindset, willingness to participate in the creation and testing of new processes
• Ability to work in a high-volume environment
• Positive attitude, empathy, and high energy
• Ability to think through problems and prioritize tasks based on their relative importance
• Impeccable communication, both written and verbal, and presentation
• A high degree of commitment and resilience as you work to enable the best outcomes for your customer
• Contributes to a positive team culture by representing company values with your team and external clients

Bonus

• Familiarity with Shopify, Klaviyo, or Google Shopping

What We Value

• One Team: We are one team committed to the same mission. We trust, respect, and value each other. We recognize the unique skills, experiences, and perspectives each of us has to offer. We continually look for ways to support and enable our teammates.
• Champion the customer: Our customers are the heart of our business and the pursuit of their success is our north star. At every step, we prioritize their interests in our thinking and actions.
• Strive for Excellence: We commit to excellence as our standard. We set and achieve ambitious goals. We maintain a bias for action, tackle the hard problems, and continually work to improve.
• Extreme Ownership: We own the outcomes. We take the necessary action to get things done. We don’t blame others or find excuses. We proactively look for solutions and solve problems.
• Integrity Always: We are always honest, trustworthy, and professional. We treat others fairly and with respect. We are transparent and forthright. We take our commitments seriously and deliver what we promise.
• Always Day One: It’s always Day 1 at Okendo. If we’re not growing, we’re dying. We prioritize agility over bureaucracy. Velocity over perfection. Outcomes over process. We move fast, learn, iterate, and adapt.