Manager, Customer Success

October 13

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Okendo

WebsiteLinkedInAll Job Openings

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

11 - 50

💰 $26M Series A on 2022-07

Description

• About Okendo • We believe happy customers make the best marketers. • That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love. • Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value. • Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 12,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans. • As Okendo's Manager of Customer Success, you will lead a team of Customer Success Managers while also taking ownership of key company accounts. • Ensure the team is operationally sound and fully trained on Okendo products. • Collaborate with counterparts in Marketing, Sales, and Onboarding to ensure maximum portfolio optimization. • Be the voice of the customer internally. • Oversee the full-cycle customer journey, from onboarding and adoption to retention and expansion. • Collaborate with cross-functional teams to develop retention and expansion strategies. • Handle and resolve high-level customer escalations. • Drive strategic programs aligned with the company vision to become revenue-centric. • Ensure operational excellence of the team to drive CS processes and improve merchants’ experience. • Establish churn mitigation programs and develop value narratives relevant across all customer tiers. • Mentor and retain individuals through professional development within the team. • Your team will be responsible for sourcing, closing expansion sales, and retaining accounts and revenue.

Requirements

• Comfortable with change management and confident in execution ability once strategy is validated. • Experience leading a team of CSMs measured on net retention on a large client portfolio (1000s). • Relevant upsell and churn mitigation playbooks. • Capable of “hitting the ground running”. • Lead by example, as hands-on as the team. • Worked closely with Sales Team in the past. • Process-oriented; systematic mindset, create playbooks, and automate where possible. • Data-driven. • Bonus: experience with usage-based pricing and HubSpot.