Customer Success Manager - Remote, Brazil

2 weeks, 6 days 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 customer retention and maintain Net Retention Revenue across assigned accounts.
  • Proactively identify and respond to churn signals while helping define and build retention strategies.
  • Build automated playbooks and manage outreach campaigns based on Account Health Score and other lifecycle signals.
  • Manage a book of business, including QBRs, customer emails, onboarding follow-up, and 90-day reviews.
  • Adhere to operational standards and SLAs across customer interactions and account management.
  • Collaborate with Support, Onboarding, and Solutions Engineering to resolve issues and ensure smooth merchant setup.
  • Build strong merchant relationships by demonstrating product value and driving adoption of new features and products.
  • Lead merchant consultations and book demos for the Account Management team to support expansion opportunities.
  • Ensure successful handoffs between Onboarding and Customer Success so merchants continue gaining value from the platform.
  • Maintain product, industry, and partner knowledge to troubleshoot accounts and recommend improvements.

Requirements

  • At least 5 years of experience in a customer-facing role at a SaaS company.
  • Strong customer-facing, presentation, written, and verbal communication skills.
  • Experience with retention and expansion playbooks.
  • Comfort with proactively pursuing revenue opportunities with support from the sales team.
  • Ability to work effectively in a high-volume environment.
  • Flexible mindset with willingness to test and create new processes.
  • Positive attitude, empathy, high energy, commitment, and resilience.
  • Strong problem-solving and prioritization skills.
  • Bonus: familiarity with Shopify, Klaviyo, or Google Shopping.

Interested in this position?

Apply directly on the company website

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