Customer Success Manager

Order; Northern (KY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Employer-sponsored 401(k)

Remote work policies

Flexible time off

Wellness benefits

Job summary

Order.co is seeking a Customer Success Manager to own the post-sale and post-implementation experience for a growing portfolio. You will ensure customers realize ongoing value from the platform, deepen adoption, and view Order.co as a strategic partner in purchasing and payments operations.

You will report to Customer Success leadership and manage the full lifecycle from onboarding to retention and expansion, collaborating with Product, Operations, and Support to surface insights and mitigate

Qualifications

• 2+ years in an Account Management or Customer Success role in a B2B SaaS environment.
• History of meeting or surpassing revenue/retention targets.
• Experience managing client data within a CRM and working with consultative sales cycles.

Responsibilities

• Act as the main post-sale contact, guiding onboarding, adoption, retention and expansion.
• Retain and grow a rapidly expanding book of business.
• Serve as expert consultant on purchasing and payments best practices.
• Understand clients’ business goals and optimize use of Order subscription to meet them.
• Drive revenue growth while mitigating churn and building brand champions (NRR).
• Collaborate with Operations & Product to translate feedback into product improvements.
• Monitor support tickets and proactively elevate risks.
• Analyze account trends and identify strategic opportunities for clients.

Skills

Relationship management

Communication

CRM proficiency

Churn mitigation

Tools

CRM system

Job description

Order.co is the System of Action for the Office of the CFO, transforming the way businesses purchase and pay into an intuitive, B2C-like shopping experience. Order.co leverages embedded AI agents and embedded financial products to reinvent the way businesses connect with their vendors.

End users enjoy a seamless, zero-training buying experience, while finance and procurement leaders gain a single platform to orchestrate how the business “should operate”. The result is an all-in-one solution that serves as a gravitational pull for spend and data, automating and eliminating procurement and finance workflows from requisition to reconciliation along the way.

Order.co is on the cutting edge of B2B Agentic Commerce, poised to be the market leader in creating a more predictive, prescriptive, and personalized experience for users.

Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion in annualized spend across hundreds of customers like WeWork, SoulCycle, Lume, and [solidcore] . Order.co has raised $75M in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine.

The Role

We’re seeking a Customer Success Manager to join the Customer Success team at Order.co and own the post-sale & post-implementation experience for a growing portfolio of customers. This role is critical to ensuring customers realize ongoing value from the platform, deepen adoption over time, and view Order.co as a strategic partner in their purchasing and payments operations.

Reporting to Customer Success leadership, the Customer Success Manager will manage the full customer lifecycle, from onboarding and adoption through retention and expansion, serving as a trusted advisor to Operations and Finance stakeholders across small, mid-market, and complex organizations. This role blends relationship management, consulting, and revenue ownership, with a strong emphasis on proactive engagement, churn mitigation, and net revenue retention.

The ideal candidate is highly consultative, commercially minded, and energized by helping customers achieve tangible business outcomes. You’ll collaborate closely with Product, Operations, and Support teams to surface insights, resolve risks early, and continuously improve the customer experience. Above all, you’ll play a key role in driving long-term customer loyalty, growth, and advocacy as Order.co continues to scale.

Responsibilities

• Serve as the main point of contact for your assigned accounts, owning the full post-sale customer journey and building strong relationships with Operations and Finance professionals at small, medium, and large, complex organizations
• Retain and grow a rapidly expanding book of business
• Serve as the expert and go-to consultant for your accounts on purchasing and payments best practices
• Dig deep to understand clients’ business goals and educate them how to leverage their Order subscription to meet these goals
• Proactively increase our share of wallet with clients; meet aggressive revenue targets while simultaneously mitigating churn and building brand champions (NRR is the name of the game)
• Collaborate with our Operations & Product team to translate customer feedback into improvements across our platform
• Monitor your account’s Support ticket volume and elevate risk proactively
• Work closely with Management to understand analytical trends for your Clients and areas of strategic opportunity

Qualifications

About you:

• You have 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment
• You have consistently met and/or exceeded revenue and/or retention targets
• You have experience managing client data within a CRM, and are familiar with highly consultative, short sales cycles.
• You are exceptionally skilled at building strong business relationships. You can work equally well with end users and C-level decision-makers.
• You are action-oriented, results driven, and able to work in a team environment
• You are able to prioritize autonomously and ask for advice or help when necessary
• You are an excellent and collaborative communicator across both written and verbal mediums
• You are a self-aware, team-focused asset who can provide insight into process optimization

Additional Information

What you’ll receive:

• A competitive compensation package including base and uncapped variable components
• The opportunity to grow quickly within the GTM organization
• Employer-sponsored 401(k)
• A deep knowledge and understanding of selling a SaaS B2B product in the purchasing and payment space
• The opportunity to grow and perform in a fast-paced environment alongside a stellar team
• Flexible time off and remote work policies
• Robust medical, dental, vision, and wellness benefits
• Generous leave policies and support for new and current parents