About the Role:Working on the Customer Success Team requires a passion for building solid client relationships and becoming our customers' most valuable partner. We are a close-knit team that takes pride in our work and loves working together. We are customer-obsessed and are willing to go the extra mile for our merchants. The Customer Success Manager owns the post-sales experience and works directly with our customers to understand their business and partner with them to ensure their success. As a Customer Success Manager, you will use your consultative and relationship-building skills to deliver strategic recommendations, best practices, and expertise to our clients. Are you ready to join us?
What You Will Do:- Develop a deep understanding of your customers' businesses, including their objectives and success criteria for a relationship commerce program and how it fits into their long-term and short-term goals
- Take full ownership of your portfolio's health and results: anticipate blockers, drive action across internal and external stakeholders, and hold yourself accountable to outcomes, not just activities
- Understand your customer's organizational landscape, identify key stakeholders, and build solid relationships with client operating partners
- Anticipate customer needs, identify key activities needed to push results, recognize interdependencies, and develop and manage project plans to ensure delivery of timely, high-quality customer programs and excellent customer service
- Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives
- Conduct comprehensive business reviews that demonstrate a deep understanding of your customer's subscription program goals and results and provide data-backed recommendations that will maximize program results
- Leverage scalable tools for asynchronous customer engagement in addition to leading effective dynamic customer meetings, remote and occasionally on-site
- Participate in and provide guidance for innovative cross-functional projects for your customer
- Support internal team members and share best practices to ensure that Customer Success team goals are met
About You:- 3-6+ years of customer management/vendor management experience ideally with some experience working in SaaS retail-tech or mar-tech
- Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
- Ability to demonstrate outstanding communication, interpersonal, and presentation skills including: communicating with executives, distilling complex data into clear narratives, navigating hard conversations with confidence, and commanding a room.
- Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce and Magento
- Prior experience working for or with agencies in the digital space
- Desire to go beyond the basics and bring new ideas and thinking to Ordergroove and our clients
- Optimistic, able to face challenging problems with enthusiasm, with a willingness to roll up your sleeves to get the job done
- An ability to manage competing priorities in a fast-paced environment
- Excellent work ethic, team player, resourceful, and a positive 'can-do' outlook
- Advanced skills in Google Suite
- BS / BA degree required
If you don't meet 100% of the qualifications outlined above - that's okay, nobody's perfect! We encourage you to apply.
The total compensation range (base + quarterly bonus) for this role starts at $120,000 OTE + equity. 
