[Hiring] Senior Customer Success Manager @Ordergroove

Role Description

Working on the Customer Success Team requires a passion for building solid client relationships and becoming our customers' most valuable partner. We are a close-knit team that takes pride in our work and loves working together. We are customer-obsessed and are willing to go the extra mile for our merchants. The Sr. Customer Success Manager owns the post-sales experience and works directly with our customers to understand their business and partner with them to ensure their success. You'll manage a portfolio in the $3M–$7M+ ARR range, partnering with sophisticated enterprise brands where you'll build and maintain relationships with senior leaders across their organization. As a Sr. Customer Success Manager, you will use your consultative and relationship-building skills to deliver strategic recommendations, best practices, and expertise to our clients. Are you ready to join us?

What You Will Do

• Own a highly strategic $3M–$7M+ ARR book of business and drive retention, growth, and strategic outcomes across a portfolio of enterprise accounts.
• Develop a deep understanding of your customers' businesses, including their objectives and success criteria for a relationship commerce program and how it fits into their long-term and short-term goals.
• Take full ownership of your portfolio's health and results: anticipate blockers, drive action across internal and external stakeholders, and hold yourself accountable to outcomes, not just activities.
• Build and maintain trusted relationships with senior stakeholders, including VP and C-suite leaders (CTO, CMO, CFO, COO), and navigate complex organizational landscapes with confidence.
• Understand your customer's organizational landscape, identify key stakeholders, and build solid relationships with client operating partners.
• Anticipate customer needs, identify key activities needed to push results, recognize interdependencies, and develop and manage project plans to ensure delivery of timely, high-quality customer programs and excellent customer service.
• Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives.
• Conduct comprehensive business reviews that demonstrate a deep understanding of your customer's subscription program goals and results and provide data-backed recommendations that will maximize program results.
• Leverage scalable tools for asynchronous customer engagement in addition to leading effective dynamic customer meetings, remote and occasionally on-site.
• Participate in and provide guidance for innovative cross-functional projects for your customer.
• Support internal team members and share best practices to ensure that Customer Success team goals are met.

Qualifications

• 6+ years of customer management, account management, or vendor management experience, ideally with time spent in SaaS, retail-tech, or mar-tech.
• Experience owning a $3M–$7M+ ARR book of business, or a clear track record of managing portfolios of comparable scale and complexity.
• Enterprise experience working for or with large, recognizable brands (think Amazon, Expedia, or similar); technology and SaaS companies in the e-commerce space are a strong plus.
• Demonstrated ability to build and maintain relationships with senior executives, including VP and C-suite leaders (CTO, CMO, CFO, COO); experience doesn't need to be as the primary point of contact, but you should be able to point to meaningful exposure at that level.
• 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 with confidence, and commanding a room.
• Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce, and Magento.
• Prior experience working for or with agencies in the digital space.
• Desire to go beyond the basics and bring new ideas and thinking to Ordergroove and our clients.
• Optimistic, able to face challenging problems with enthusiasm, with a willingness to roll up your sleeves to get the job done.
• Ability to manage competing priorities in a fast-paced environment.
• Excellent work ethic, team player, resourceful, and a positive can-do outlook.
• Advanced skills in Google Suite.
• Effectiveness in leveraging AI tools to drive business outcomes and increase company efficiency.
• BS / BA degree required.

Benefits

• Flexible PTO.
• Totally remote (anywhere in the US) workforce.
• Annual personal development budget for wellness, career development, productivity at home, etc.
• Competitive compensation (including stock options) and incredible, affordable benefits.