[Remote] Customer Success Manager (Based in New York City)

Note: The job is a remote job and is open to candidates in USA. Okendo is hiring an Enterprise Customer Success Manager to own the long-term success of strategic Shopify merchant accounts. The role focuses on retention, multi-product adoption, renewals, and expansion, while coordinating cross-functional teams to deliver measurable business outcomes.

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, 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 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
• 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
• 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

Skills

• 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
• Prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack

Benefits

• 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

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