Enterprise Customer Success Manager
New
O
OkendoB2B SaaS Ecommerce
Work remotely in the USA or from a local WeWorkFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisShopifyNegotiationCustomer SuccessAccount Management
Requirements
- 5+ years in enterprise customer success, account management, or strategic accounts at a B2B SaaS company.
- Experience selling to ecommerce, marketing, or retention teams.
- Track record of owning a multi-million-dollar book of business and hitting retention and expansion targets.
- Strong commercial acumen and executive presence for data-driven conversations with C-level stakeholders.
- Expertise in commercial negotiations including renewals and expansion pricing.
- Deep familiarity with the Shopify ecosystem and modern ecommerce retention stacks (Klaviyo, Attentive, etc.).
- Skilled at building executive relationships and leading quarterly business reviews.
- Excellent written and verbal communication skills.
- Highly organized and operationally rigorous.
Responsibilities
- Own a book of high-ARR enterprise merchants and hit quarterly net revenue retention, gross retention, and expansion targets.
- Build and execute a strategic success plan for each account aligned to the merchant’s business goals.
- Identify churn and downsell risk early using account health signals and executive relationship mapping.
- Lead renewal strategy and commercial negotiations for multi-year, multi-product agreements.
- Drive adoption across Okendo’s full suite of reviews, loyalty, referrals, quizzes, and surveys.
- Run quarterly executive business reviews with merchant leadership to connect Okendo’s impact to revenue and performance metrics.
- Surface expansion opportunities and partner with Account Management to scope and close cross-sell and upsell deals.
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