Customer Success Manager (Based in New York City)

2 hours, 11 minutes ago
Full-time
Senior
Customer and Technical Support
Okendo

Okendo

Okendo offers a customer marketing platform designed to enhance growth opportunities and foster customer loyalty by leveraging social proof, facilitating word-of-mouth marketing, and driving conversions for brands.

Professional Services
11-50
Founded 2016
$31M raised

Description

  • Own a portfolio of high-ARR enterprise merchants and achieve retention and expansion targets.
  • Create and execute account success plans aligned with merchant goals, retail cycles, and product roadmaps.
  • Identify churn and downsell risks using account health data and coordinate cross-functional resolutions.
  • Lead renewal strategies and commercial negotiations, including multi-year and multi-product agreements.
  • Drive adoption across Reviews, Loyalty, Referrals, Quizzes, and Surveys.
  • Lead executive business reviews tied to revenue, AOV, LTV, repeat rate, and CAC efficiency.
  • Build relationships with executive sponsors and operational stakeholders across each account.
  • Identify, qualify, and support cross-sell and upsell opportunities with Account Management.
  • Provide enterprise customer feedback on product requests, integrations, and competitive pressures.
  • Collaborate with Support, Onboarding, Solutions Engineering, Product, agencies, and partners to improve customer outcomes.

Requirements

  • 5+ years of experience in enterprise customer success, account management, or strategic accounts at a B2B SaaS company.
  • Experience serving ecommerce, marketing, or retention teams preferred.
  • Track record managing a multi-million-dollar book of business and achieving NRR, GRR, and expansion targets.
  • Strong commercial judgment and executive presence with CMO- and VP-level stakeholders.
  • Experience leading renewals, expansion pricing, and executive negotiations.
  • Deep familiarity with Shopify and ecommerce retention tools such as Klaviyo, Attentive, Gorgias, Postscript, and TikTok Shop.
  • Experience leading executive relationships and business reviews tied to measurable outcomes.
  • Excellent written and verbal communication skills.
  • Strong organizational and operational skills for managing complex enterprise accounts.
  • Experience with Shopify Plus, Klaviyo, or related ecommerce retention tools preferred.

Benefits

  • Data-backed compensation strategy.
  • 100% employer-paid employee health insurance.
  • Dental and vision coverage.
  • Four weeks of PTO with carryover allowed, plus 11 holidays and paid sick, bereavement, and jury-duty leave.
  • 12 weeks of paid family leave.
  • Remote work in the USA or from a local WeWork.
  • Exposure to major ecommerce brands globally.

Interested in this position?

Apply directly on the company website

Apply Now

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