Customer Success Manager
O
OkendoSaaS Customer Success
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- At least 5 years of experience
- Required Skills
- Data AnalysisShopifyCustomer SuccessSaaSAccount Management
Requirements
- At least 5 years of experience working in a customer-facing role at a SaaS company.
- Proven experience with retention and expansion playbooks.
- Strong communication, interpersonal, and presentation skills to establish trust with merchants.
- Ability to work in a high-volume, fast-paced environment.
- Proactive mindset with the ability to prioritize tasks based on relative importance.
- Ability to work collaboratively across cross-functional internal departments.
- Experience with product adoption strategies and merchant education.
- Comfortable participating in the creation and testing of new operational processes.
- Demonstrated commitment, resilience, and positive attitude.
Responsibilities
- Own customer retention and maintain Net Retention Revenue for an assigned book of business.
- Manage proactive outreach campaigns based on Account Health Scores and customer lifecycle signals.
- Conduct merchant consultations, QBRs, onboarding follow-ups, and 90-day reviews.
- Collaborate with Support, Onboarding, and Solutions Engineering to resolve issues and optimize accounts.
- Drive expansion opportunities by booking demos for the Account Management team.
- Build and maintain automated playbooks to amplify the effectiveness of the Customer Success team.
- Foster product adoption and educate merchants on new features and product suite updates.
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