Customer Success Manager

May 30

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Okendo

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The customer marketing platform that builds connections between consumers and the brands they love.

ecommerce • social commerce • customer experience • customer engagement • customer reviews

11 - 50

💰 $26M Series A on 2022-07

Description

• As a Customer Success Manager, you will be responsible for delivering the Okendo value and exceptional customer experience that are fueling our rapid growth. • Own customer retention by maintaining Net Retention Revenue on assigned accounts and actively pursuing retention and expansion opportunities through constant value demonstration. • Be a strategic partner to merchants by managing accounts, driving advocacy and adoption, and maintaining high personal standards. • Source expansion opportunities by leading merchant consultations, booking demos, and ensuring successful Onboarding-CS handoffs. • Develop industry, product, and company expertise by becoming an expert on Okendo’s product suite and maintaining operational excellence. • Work with management to identify areas and implement personal development plans, maintain awareness of industry trends, and bring recommendations to the team. • Take ownership of mistakes and celebrate wins with the team.

Requirements

• Strong customer-facing and presentation skills with the ability to establish trust and credibility • At least 3 years of experience working in a customer-facing role at a SaaS company • Familiarity with retention and expansion playbooks • Comfortable being proactive and pursuing revenue opportunities with the support of the sales team • A flexible mindset, willingness to participate in the creation and testing of new processes • Ability to work in a high-volume environment • Positive attitude, empathy, and high energy • Ability to think through problems and prioritize tasks based on their relative importance. • Impeccable communication, both written and verbal, and presentation. • A high degree of commitment and resilience as you work to enable the best outcomes for your customer. • Contributes to a positive team culture by representing company values with your team and external clients.

Benefits

• Data-backed and validated compensation strategy • 100% employer-paid coverage of employee health insurance • Comprehensive dental and vision coverage • 4 weeks of PTO; carryover allowed • 11 holidays • Sick, bereavement, and jury duty paid time off • 12 weeks of Paid Family Leave • Feedback-driven culture • Exposure to the biggest and best ecommerce brands globally • Work remotely in the USA or from a local WeWork