Customer Success Manager
New
O
OkendoB2B SaaS Ecommerce
Work remotely in the USA or from a local WeWorkFull-TimeSenior
Salary90,000 - 150,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- ShopifyCustomer SuccessSaaSAccount 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.
- Proven 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 CMOs and VPs.
- Comfort leading renewals, expansion pricing, and executive-level negotiations.
- Deep familiarity with the Shopify ecosystem and modern ecommerce retention stack.
- Skilled at building executive relationships and leading quarterly business reviews.
- Excellent written and verbal communication skills.
- Highly organized and operationally rigorous.
- Bonus: Experience with Shopify Plus brands, Klaviyo, or similar ecommerce tools.
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 merchant business goals and product roadmaps.
- Identify churn and downsell risks using account health signals and mobilize resources to resolve issues.
- Lead renewal strategy and commercial negotiations for multi-year, multi-product agreements.
- Drive adoption across Okendo’s suite of Reviews, Loyalty, Referrals, Quizzes, and Surveys.
- Run quarterly executive business reviews connecting platform impact to merchant revenue, AOV, and LTV.
- Surface expansion opportunities by mapping merchant lifecycle and tech stack.
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