Manager, Customer Success

About Okendo

We believe happy customers make the best marketers.

That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.

Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value.

Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 12,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.

Position Summary

As Okendo's Manager of Customer Success, you will lead a team of Customer Success Managers while also taking ownership of key company accounts. You will ensure the team is operationally sound and fully trained on Okendo products. You will also collaborate with counterparts in Marketing, Sales, Onboarding to ensure maximum portfolio optimization.

How you'll create impact:

Customer Advocacy and Relationship Management: Be the voice of the customer internally. Ensure that accounts are fully optimized and that feedback is properly transferred back to the product team.

Customer Lifecycle Management: Oversee the full-cycle customer journey, from onboarding and adoption to retention and expansion. Develop and refine processes to maximize customer value.

Retention and Expansion Strategies: Collaborate with cross-functional teams to develop and implement strategies that drive customer retention and expansion, including upsell and cross-sell initiatives.

Customer Feedback and Insights: Gather, analyze, and report on customer feedback and satisfaction metrics. Leverage insights to inform product development and service enhancements.

Escalation Management: Handle and resolve high-level customer escalations, ensuring timely and satisfactory resolutions.

Be the enabler of the CS transformation:

-Collaborate with CS leadership to drive strategic programs aligned with the company vision to become revenue-centric, around 3 pillars: Reactive Support, Proactive Retention, and Proactive Expansion.

Collaborate with cross-functional teams (support, onboarding, sales, marketing) to ensure that the CSM Team remains tightly aligned with the rest of the organization.

Own the adoption of these programs and the strong engagement of our CSMs

Own the operational excellence of the team

Ensure that our CSMs field merchant requests with industry-leading efficacy and recognized expertise.

Collaborate with Customer Enablement to fuel every interaction with the best content.

Improve our merchants’ experience, ultimately measured through CSAT and App Reviews.

Maximize Net Revenue Retention

Develop churn mitigation programs, in particular through health scores.

Test and learn quickly with effective feedback loops to iterate as you develop playbooks.

Collaborate with CS Leadership and cross-functionally to develop value narratives relevant across all customer tiers.

Represent the voice of our customers

Participate in key merchants’ issues to ensure successful resolution

Surface actionable trends, friction points, and merchant expectations to maintain excellent product-market fit.

Team Leadership and Development

Team Management: Our CS team members are your customers, and you will engage with them in their day-to-day responsibilities to drive and iterate CS processes

Development: Mentor, coach and retain individuals through professional development, relevant career pathing and ensuring your team has what they need to be successful.

Performance Management: Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.

Culture: Drive a positive culture and mindset within the CSM team. Live Okendo’s company values and encourage the team to do the same by consistently recognizing team members who do.

Revenue Expansion and Retention

Drive Expansion Revenue: Your team will be responsible for sourcing and closing expansion sales. To achieve this, you’ll manage the execution of the Expansion Motions and you will contribute to designing, implementing, adopting, and monitoring new processes to ensure Okendo consistently achieves its revenue objectives. You will own Expansion Revenue forecasting.

Retain Revenue: Your team will be responsible for account and revenue retention. To achieve this, you’ll manage the execution of the Retention Motions and you will contribute to designing, implementing, adopting, and monitoring new processes to ensure Okendo effectively retains accounts and revenue.

Key Metric Management: You will help to establish and grow our baseline of productivity using key metrics and processes specific to each of our customer segments, including product adoption, NPS, customer retention, health, and engagement. You will continuously identify and expand on KPIs to drive operational excellence and revenue growth

What we need from you:

- You are comfortable with change management and have a strong confidence if your execution ability once the strategy is validated.

- You have experience leading a team of CSMs measured on net retention on a large client portfolio (1000s)

- You bring to the table relevant upsell and churn mitigation playbooks

- You are capable of “hitting the ground running”

- You lead by example, you can be as hand-on as you team.

- You have worked closely with Sales Team in the past.

- You have a process mind. You think systematically, create playbooks, and automate what can be.

- You are data-driven

Bonus: you have experience with usage-based pricing. You are a HubSpot guru.

1-Month Success

- You have completed your Okendo Product Certification

- You have fully understood and aligned with the VP CS on the vision for the CS - Department, and have a game plan to drive the next strategic programs.

- You have established yourself as a leader within the team, you understand the team’s personal drivers and motivations

6-Month Success

- You are identified internally as the best stakeholders to understand our merchants and their use of Okendo.

- You have put in place a churn mitigation machine

- You have successfully built upsell playbooks on existing features

- You support the adoption of strategic new features coming to market

- Management metrics are in place and used to effectively drive the team and individual contributors’ performance.

What We Value:

One Team

We are one team committed to the same mission. We trust, respect, and value each other. We recognize the unique skills, experiences, and perspectives each of us has to offer. We continually look for ways to support and enable our teammates.

Champion the customer

Our customers are the heart of our business and the pursuit of their success is our north star, At every step, we prioritize their interests in our thinking and actions.

Strive for Excellence

We commit to excellence as our standard. We set and achieve ambitious goals. We maintain a bias for action, tackle the hard problems, and continually work to improve.

Extreme Ownership

We own the outcomes. We take the necessary action to get things done. We don’t blame others or find excuses. We proactively look for solutions and solve problems.

Integrity Always

We are always honest, trustworthy, and professional. We treat others fairly and with respect. We are transparent and forthright. We take our commitments seriously and deliver what we promise.

Always Day One

It’s always Day 1 at Okendo. If we’re not growing, we’re dying. We prioritize agility over bureaucracy. Velocity over perfection. Outcomes over process. We move fast, learn, iterate, and adapt.

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