Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take charge of long-term success, retention, and growth for a portfolio of enterprise Shopify merchants.

• Oversee a collection of high-ARR enterprise accounts, ensuring quarterly NRR, GRR, and expansion goals are met.

• Develop and implement strategic success plans that align with merchant objectives, key retail periods, and product roadmaps.

• Recognize churn and downsell risks by analyzing account health signals, usage metrics, and mapping executive relationships.

• Spearhead renewal strategies and navigate commercial negotiations in collaboration with Account Management and Finance.

• Promote adoption of Reviews, Loyalty, Referrals, Quizzes, and Surveys.

• Conduct quarterly executive business reviews that link Okendo’s impact to revenue, AOV, LTV, repeat rate, and CAC efficiency.

• Foster relationships with executive stakeholders and daily operators.

• Identify, assess, scope, and finalize cross-sell and upsell opportunities in partnership with Account Management.

• Relay enterprise feature requests, integration gaps, and competitive insights to the Product team.

• Cultivate expertise in Okendo’s platform, the Shopify ecosystem, and the ecommerce retention stack.

• Establish connections with agency and ecosystem partners.

• Coordinate with Support, Onboarding, Solutions Engineering, and Product to enhance account outcomes.

• Contribute to playbooks, mentor team members, and influence enterprise customer success practices.

⛳️ Requirements

• 5+ years of experience in enterprise customer success, account management, or strategic accounts within a B2B SaaS environment—preferably targeting ecommerce, marketing, or retention teams.

• Proven ability to manage a multi-million-dollar book of business and consistently achieve NRR, GRR, and expansion targets.

• Strong business acumen and executive presence; capable of engaging in sharp, data-driven discussions with a CMO or VP of Ecommerce.

• Comfortable leading commercial discussions, including renewals, expansion pricing, and executive-level negotiations in collaboration with sales.

• In-depth understanding of the Shopify ecosystem and contemporary ecommerce retention stack, including Klaviyo, Attentive, Gorgias, Postscript, and TikTok Shop.

• Proficient in building executive relationships, leading quarterly business reviews, and translating product usage into quantifiable business results.

• Exceptional written and verbal communication skills.

• Highly organized and operationally meticulous.

• Bonus: Experience with Shopify Plus brands, Klaviyo, or other tools within the ecommerce retention stack is a plus.

🏝️ Benefits

• Data-driven and validated compensation structure.

• 100% employer-covered health insurance for employees.

• Comprehensive dental and vision insurance.

• 4 weeks of paid time off (PTO) with carryover permitted.

• 11 observed holidays.

• Paid time off for sickness, bereavement, and jury duty.

• 12 weeks of Paid Family Leave.

• Culture focused on feedback.

• Opportunity to work with some of the largest and most reputable ecommerce brands worldwide.

• Option to work remotely within the USA or from a local WeWork.