Customer Success Manager - Remote, Colombia

13 hours, 29 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 retention, expansion, and customer satisfaction for an assigned book of merchant accounts.
  • Manage customer touchpoints including QBRs, onboarding follow-up, 90-day reviews, and customer communications in line with SLAs.
  • Identify churn signals, execute retention strategies, and maintain net revenue retention across assigned accounts.
  • Develop automated playbooks and run outreach campaigns based on account health and lifecycle signals.
  • Build trusted merchant relationships by demonstrating product value, driving feature adoption, and providing product education.
  • Partner with Support, Onboarding, Solutions Engineering, and Account Management to resolve issues and ensure successful customer outcomes.
  • Lead merchant consultations and source and book expansion demos for the Account Management team.
  • Maintain expertise in Okendo’s product suite, merchant technology stacks, partners, competitive landscape, and industry trends.
  • Identify and support operational improvements across Customer Success processes.

Requirements

  • At least 5 years of experience in a customer-facing role at a SaaS company.
  • Strong customer-facing, written, verbal, and presentation communication skills.
  • Ability to establish trust and credibility with customers and act as a strategic business partner.
  • Familiarity with customer retention and expansion playbooks.
  • Comfort pursuing revenue opportunities in partnership with the sales team.
  • Ability to work proactively and effectively in a high-volume environment.
  • Flexible mindset and willingness to create and test new processes.
  • Strong problem-solving and prioritization skills.
  • Demonstrated empathy, resilience, high energy, and commitment to customer outcomes.
  • Familiarity with Shopify, Klaviyo, or Google Shopping (preferred).

Interested in this position?

Apply directly on the company website

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