Position SummaryAs an Enterprise Customer Success Manager, you will own the long-term success of Okendo's most strategic merchants-the high-growth Shopify brands that rely on us to power their reviews, loyalty, referrals, quizzes, and survey programs. You will be the trusted advisor and commercial partner for a focused book of enterprise accounts, accountable for net revenue retention, multi-product adoption, and measurable business outcomes. Partnering closely with Onboarding, Solutions Engineering, Account Management, Support, and Product, you will translate each merchant's goals into a tailored success plan and surface expansion opportunities as their business scales. In a category that's evolving fast-across Shopify, TikTok Shop, Klaviyo, and the broader retention stack-you'll be the voice our top merchants trust to guide them through it.
How you'll create impact:Own retention and growth across a portfolio of enterprise merchants- 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, peak retail moments, and product roadmap
- Identify churn and downsell risk early using account health signals, usage data, and executive relationship mapping-then mobilize the right cross-functional resources to resolve it
- Lead renewal strategy and commercial negotiations, partnering with Account Management and Finance to structure multi-year, multi-product agreements
Drive deep, multi-product adoption- Drive adoption across Okendo's full suite-Reviews, Loyalty, Referrals, Quizzes, and Surveys, so each merchant gets compounding value from a unified customer marketing platform
- Run quarterly executive business reviews with merchant leadership-connecting Okendo's impact to revenue, AOV, LTV, repeat rate, and CAC efficiency
- Become a fluent expert in each merchant's business-their category, customer, tech stack, and growth strategy-so every recommendation lands as commercial, not just tactical
- Build broad, durable relationships across each account-from CMO and Head of Retention down to the day-to-day operators-so Okendo stays embedded as the team scales
Surface and convert expansion opportunities- Map each merchant's lifecycle and tech stack to identify expansion opportunities-adding new products, increasing usage, or replacing competitive tools like Yotpo, Smile, Stamped, or LoyaltyLion
- Partner with Account Management to qualify, scope, and close cross-sell and upsell opportunities-owning the success story that makes the commercial case
- Be the early-warning system for product-feeding back enterprise feature requests, integration gaps, and competitive pressure so Okendo keeps winning upmarket
Lead with industry, product, and platform expertise- Become a deep expert on Okendo's platform-Reviews, Loyalty, Referrals, Quizzes, Surveys-and the integrations that matter most to enterprise merchants (Shopify, Klaviyo, TikTok Shop, Google, Meta, Attentive, Bazaarvoice)
- Know the ecommerce category cold-DTC trends, peak retail moments, headless and omni-channel patterns, and how reviews, loyalty, and referrals fit into a modern retention stack
- Build strong relationships with Okendo's agency partners and ecosystem partners-co-developing integrated marketing programs that compound merchant results
- Operate as the cross-functional quarterback for your accounts-looping in Support, Onboarding, Solutions Engineering, and Product to remove friction and accelerate outcomes
- Raise the bar for the wider CS team-contributing playbooks, mentoring teammates, and shaping how we serve enterprise merchants as Okendo scales
What we need from you:- 5+ years in enterprise customer success, account management, or strategic accounts at a B2B SaaS company-ideally selling to ecommerce, marketing, or retention teams
- Track record of owning a multi-million-dollar book of business and consistently hitting NRR, GRR, and expansion targets
- Strong commercial acumen and executive presence-you can hold a sharp, data-driven conversation with a CMO or VP of Ecommerce
- Comfortable leading commercial conversations-renewals, expansion pricing, and executive-level negotiations-in partnership with sales
- Deep familiarity with the Shopify ecosystem and the modern ecommerce retention stack (Klaviyo, Attentive, Gorgias, Postscript, TikTok Shop, etc.)
- Skilled at building executive relationships, leading quarterly business reviews, and translating product usage into measurable business outcomes
- Excellent written and verbal communication-you write clearly under pressure and present confidently to senior stakeholders
- Highly organized and operationally rigorous-you can manage a complex book of accounts without dropping balls
- Bonus: prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack
1-Month Success Markers- You've completed onboarding and have a working command of Okendo's full product suite, including Reviews, Loyalty, Referrals, Quizzes, and Surveys
- You've held intro calls with every account in your book, confirmed primary stakeholders, and documented each merchant's goals, KPIs, and renewal date
- You've shadowed onboarding and renewal calls with senior CSMs and are running your own merchant calls with light support
- You understand the Okendo competitive landscape (Yotpo, LoyaltyLion, Rivo, Smile, Stamped, Judge.me, Reviews.io) and the broader Shopify retention stack well enough to position confidently
6-Month Success Markers- You're consistently hitting your quarterly NRR, GRR, and expansion targets across your enterprise book
- You've led at least one full renewal cycle end-to-end-including commercial negotiation-and closed measurable expansion (additional product, increased usage, or multi-year extension) on multiple accounts
- Every account in your book has an active success plan, a documented executive sponsor, and a healthy cadence of EBRs tied to merchant business outcomes
- You've become a trusted internal voice on enterprise merchant needs, feeding insights into Product, Marketing, and Partnerships and contributing playbooks the wider CS team is reusing
- You're a go-to voice for at least one strategic theme-e.g., loyalty strategy, reviews and SEO, retention benchmarks, or partner integrations-that you can run with externally and internally
Workplace Benefits:- Data-backed and validated compensation strategy
- 100% employer-paid coverage of employee health insurance
- Comprehensive dental and vision coverage
- 4 weeks of PTO; carryover allowed
- 11 holidays
- Sick, bereavement, and jury duty paid time off
- 12 weeks of Paid Family Leave
- Feedback-driven culture
- Exposure to the biggest and best ecommerce brands globally
- Work remotely in the USA or from a local WeWork
$90,000 - $150,000 a year
