Customer Success Manager - Remote, Mexico

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

  • Own retention and Net Revenue Retention for an assigned book of business.
  • Manage customer accounts and operational touchpoints such as QBRs, onboarding follow-up, 90-day reviews, and customer emails.
  • Proactively identify and respond to churn signals within defined SLAs.
  • Build automated playbooks and run outreach campaigns based on account health and other lifecycle signals.
  • Collaborate with Support, Onboarding, and Solutions Engineering to resolve issues and ensure proper merchant setup.
  • Develop strong merchant relationships by demonstrating product value and delivering exceptional customer service.
  • Drive adoption and education of new Okendo features and products.
  • Lead merchant consultations and book demos for the Account Management team to support expansion opportunities.
  • Maintain operational excellence by following standards, improving processes, and sharing insights across teams.
  • Stay current on product changes, merchant use cases, industry trends, and competitive landscape.

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 and willingness to help create and test new processes.
  • Positive attitude, empathy, high energy, 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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