About Okendo

Okendo is a customer-marketing platform trusted by 4,000+ of the world's fastest-growing consumer brands like Kim Kardashian's brand, SKIMS. The platform is a suite of integrated marketing products including customer ratings and reviews, UGC, and Q&A which brands use to build trust, drive sales, and maximize customer lifetime value.

Our growth exceeded 300% in 2020, so we raised a $5.3 million seed round from Index Ventures in April 2021 to double our global team and accelerate our progress on building the ecommerce marketing platform of the future.

We're product-centric, customer-obsessed and on a mission to build the world's best commerce enablement software. If you like being at the bleeding edge of marketing tech and working with passionate people then Okendo is for you.

Position Summary

As a Customer Success Manager, you will be responsible for delivering the Okendo value and exceptional customer experience that are fueling our rapid growth. You will join a team of world-class CSMs who is recognized by our merchants as trusted advisors, and is accountable for their retention, expansion, and satisfaction. You will own the successful delivery of our suite of products, while actively pursuing retention and expansion opportunities through constant value demonstration. You will cultivate relationships with merchants and embody our can-do attitude to meet and exceed their expectations at scale, both through 1:1 touch points and group-based campaigns. You will be involved in the constant evolution of our processes to maintain our operational excellence and efficiency at scale, within the Customer Success team, and collaboratively with other departments.

How You'll Create Impact:

Provide state-of-the-art assistance to our customers
Work collaboratively with the CSM team to respond to customer inquiries, ensuring that each customer gets the most value out of the Okendo Platform.
You will strive to deliver quality and speedy answers to ensure total customer satisfaction. A positive experience with the CSM team will drive customer advocacy, which will be one of your success metrics.
Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo while keeping your eyes wide open for new usage recommendations.
Leverage the most modern and efficient communication tactics to assist each customer with great empathy and make them feel special, while dealing with a vast pool.

Boost our customer retention

Work with your team to own the churn metric. You will actively take part in defining and building retention strategies.
Think ahead to get in front of potential churn in a timely manner by responding to churn signals and following call-to-actions
Work closely with customers on 1:1 consultation calls and account reviews
Help build automated playbooks that will amplify the reach and efficacy of the CSM team.
Proactively engage with customers to cultivate relationships and to ensure that the value of Okendo is always top-of-mind.
Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle.

Drive expansion

CSMs and Sales co-own the Net Retention metric. You will actively detect and pursue upsell and cross-sell opportunities.
You'll be a recognized Okendo Platform Expert who understands usage dynamics and who brings valuable recommendations to customers to expand meaningful platform utilization
You will collaborate with the Onboarding Team to deliver on the growth plans that were built during onboarding, and with the Sales team to make the case for new use cases.
You will keep up with product changes and improvements, and new use cases. You will strive to get the word out to as many merchants as possible by articulating the value outcomes and explaining execution plans.

What We Need From You:

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.
Bonus: Familiarity with Shopify, Klaviyo, or Google Shopping

1-Month Success:

Learn about the eCommerce industry and familiarize yourself with the amazing brands that Okendo partners with.
You are certified as an Okendo Product Expert.
You are fully comfortable with the CSM tools and processes at Okendo
You've completed our onboarding program and are on your way to servicing our customers!

6-Month Success:

You have successfully supported and cultivated relationships with our customers.
You are fully autonomous in providing reactive support to our merchants, your product knowledge is flawless.
You have great success in driving retention, and expansion, by executing the playbooks.
You have an active role in evolving the playbooks and are conducting some testing with your merchants.
You have been developing the knowledge and skills to handle our most challenging and exciting customers.
You have been leading and assisting with customer education materials and customer retention strategies.

1-Year Success:

You continue to support and cultivate strong relationships with our customers.
You continue to skill up on all product features and always educate yourself on what's new.
You act as a subject matter expert and resource for our customers, the Customer Success team, and other internal teams at Okendo.
You are working closely with our marketing team to find customer advocates for the development of case studies and other various marketing materials.
You demonstrate that you have the ability to lead by example and are on your way to achieving your career goals!

Workplace Benefits:

Highly competitive compensation package.
100% employer-paid premium coverage of employee health insurance.
Comprehensive dental, life, disability and vision coverage.
4 Week PTO and 11 paid holidays.
Join an experienced, talented, and highly motivated team.
Exposure to the biggest and best eCommerce brands globally.
Work remotely in the USA or from our Miami office

Customer Success Manager