Customer Success Manager

Socket.dev; Northern (KY); Hybrid; USD 102,000 - 138,000; Full time

Benefits offered by this job

Flexible PTO

Remote work (US)

Personal development budget

Stock options

Competitive benefits

Job summary

Ordergroove seeks a Customer Success Manager to own post-sales experience, building solid relationships with merchants and acting as a trusted partner to drive success in relationship commerce.

You'll guide clients, deliver strategic recommendations, run business reviews, and use scalable tools for engagement; Ordergroove offers flexible remote work across the US, competitive compensation with equity, and a personal development budget.

Qualifications

• 3–6+ years of customer management or vendor management experience in SaaS/retail-tech.
• Experience managing complex initiatives from inception to optimization.
• Ability to communicate with executives and distill data into clear narratives.
• Experience with e-commerce platforms like Shopify, Salesforce, BigCommerce and Magento.
• Experience with agencies in the digital space.
• Willingness to propose new ideas and partner with clients.

Responsibilities

• Develop deep understanding of customers' objectives and success criteria.
• Own portfolio health and drive actions across stakeholders.
• Identify stakeholders and build relationships with client operating partners.
• Anticipate needs, manage project plans, ensure timely delivery.
• Educate customers on best practices and strategize KPIs.
• Conduct business reviews with data-backed recommendations.
• Leverage scalable tools for asynchronous engagement and lead meetings.
• Support cross-functional projects and share best practices.
• Assist teammates to meet Customer Success goals.

Skills

Customer success

Relationship management

SaaS

Communication skills

Presentation skills

Project management

Education

BS / BA degree

Tools

Google Suite

Job description

Who We Are:

Ordergroove is a dynamic, fast-paced environment where you will be involved in building something of real value from the ground up. We're looking for bright, talented people who are excited about innovation, growth, and the exciting world of Relationship Commerce. If you’re motivated by a desire to solve problems and deliver groundbreaking insights and solutions you’ll fit in perfectly!

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

About Ordergroove:

Ordergroove powers recurring revenue for the world's largest and most innovative retailers including L'Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, BarkBox, and more. As a direct result, more than 11% of adult Americans have a subscription powered by Ordergroove. Our technology makes seamless, one-of-a-kind subscriber and membership experiences possible to turn one-time transactions into profitable recurring customer relationships.

Ordergroove’s powerful platform empowers merchants with highly customizable options such as flexible promotions, bundling, and analytics to bolster their bottom line while making customers' lives easier. We recently achieved a milestone year with 152% year-over-year new business growth and were rated best-in-class subscription technology by CB Insights and eCommerce Platform of the Year by RetailTech Breakthrough Awards.

Our company values celebrate collaboration, different perspectives, and curiosity with the goal of getting to the right answer, no matter who came up with it. At Ordergroove we are committed to creating a welcoming and supportive environment for all people. We encourage people with different backgrounds and experiences to join our growing team so that we gain different perspectives and build the best team possible. We demand the best of ourselves and each other and never miss an opportunity to celebrate our successes.

With a fully flexible work from anywhere culture, staying connected and supporting each other are always top of mind. We build our tight-knit community through small group events like trivia night, cooking classes, and book clubs. We encourage cross-functional relationships through virtual coffees and we stay close to the business through weekly team updates and quarterly all-hands meetings.

At Ordergroove, we focus on flexibility and empowering our team to make the right decisions for themselves. We have flexible PTO, a totally remote (anywhere in the US) workforce, and an annual personal development budget that you use for what matters to you (wellness, career development, productivity at home, etc). And of course, that is on top of the basics like competitive compensation (including stock options) and incredible, affordable benefits. Come join our amazing team while we enable the fastest-growing segment of commerce that makes life easier for millions of consumers every day!

At Ordergroove, we want to hire, develop, and retain the best talent, making Ordergroove a top destination to grow your career.

The pay transparency law is a way of narrowing the gender pay gap and fostering an engaged and positive working environment. It is also a way to share what we think is a reasonable, equitable, and competitive compensation structure for the roles on our team.

The total compensation range (base + quarterly bonus) for this role starts at $120,000 OTE + equity.