Customer Success Manager - Remote, Colombia

5 months, 4 weeks 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

  • Manage a book of business and own customer retention and Net Retention Revenue for assigned accounts.
  • Respond proactively to churn signals and help define and execute retention strategies within SLAs.
  • Build and maintain automated playbooks and outreach campaigns based on account health and lifecycle signals.
  • Lead QBRs, customer communications, onboarding follow-up, and 90-day reviews for assigned merchants.
  • Collaborate with Support, Onboarding, and Solutions Engineering to resolve issues and ensure smooth merchant setup.
  • Build strong merchant relationships by demonstrating product value, delivering exceptional service, and driving adoption of new features.
  • Lead merchant consultations and source/book demos to support expansion opportunities for the Account Management team.
  • Ensure successful onboarding-to-CS handoffs so merchants continue realizing value from Okendo’s products.
  • Stay current on Okendo’s product suite, product changes, merchant use cases, and industry trends.
  • Work with management on personal development plans and contribute to continuous process improvement across the Customer Success team.

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.
  • Comfortable proactively pursuing revenue opportunities with support from the sales team.
  • Ability to work effectively in a high-volume environment.
  • Flexible mindset and willingness to help create and test new processes.
  • Positive attitude, empathy, high energy, commitment, and resilience.
  • Strong problem-solving and prioritization skills.
  • Ability to contribute to a positive team culture and represent company values with internal and external stakeholders.
  • Familiarity with Shopify, Klaviyo, or Google Shopping is a bonus.

Benefits

  • Remote role based in Colombia.
  • Full-time exempt employment status.
  • Opportunity to work with a global Customer Success team supporting US-based customers.
  • Chance to work with a well-known Shopify-focused customer marketing platform used by 16,000+ brands.

Interested in this position?

Apply directly on the company website

Apply Now

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