Customer Success Manager - Remote, Mexico

2 months, 3 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

Apply Now

Similar Roles

Senior Customer Service Lead & Trainer

Pavago IT Services

Senior Customer Service Lead & Trainer for a remote team supporting U.S.-based customers, responsible for improving service quality, team performance, and operational consistency.

16 hours, 40 minutes ago

Remote Customer Success Executive

Uptalent 11-50 Construction & Engineering

Customer Success Representative at a B2B staffing platform supporting U.S. and Canadian client accounts and remote contractors working with Australian architectural and engineering firms.

16 hours, 55 minutes ago

Success Manager

Pavago IT Services

Success Manager for a growing startup that manages client campaigns after the sale, with full ownership of client results, retention, and delivery quality.

Copywriting
17 hours, 10 minutes ago

Virtual Case Manager (Special Education)

Private In-Home Tutoring & Test-Preparation 51-250 Diversified Consumer Services

Tutor Me Education is hiring a remote Special Education Tutoring Case Manager to serve as the main point of contact for families, students, and instructors while coordinating communication, scheduling, and case oversight.

CRM
17 hours, 25 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers