Strategic SaaS Customer Success Manager

Okendo; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Okendo is seeking a Customer Success Manager to deliver exceptional value to US-based customers and drive retention, expansion, and satisfaction. You will work with a global team of CSMs to ensure successful delivery of Okendo’s product suite, while proactively identifying opportunities for growth through value demonstration and scalable processes.

You will collaborator closely with Support, Onboarding, and Solutions Engineering to resolve issues, optimize accounts, and ensure merchants achieve

Qualifications

• Strong customer-facing and presentation skills
• At least 5 years of experience working in a customer-facing role at a SaaS company
• Familiarity with retention and expansion playbooks
• Comfortable pursuing revenue opportunities with sales support
• Ability to manage high-volume environment and prioritize effectively

Responsibilities

• Own customer retention by maintaining Net Revenue Retention on assigned accounts and crafting retention strategies.
• Be a strategic partner to merchants by managing accounts, coordinating with cross-functional teams, and conducting QBRs and 90-day reviews.
• Lead source expansion by booking demos and articulating value to support expansion initiatives.
• Drive customer value through onboarding handoffs, advocacy, adoption of new features, and high-quality support.

Skills

Customer-facing

Presentation skills

Retention & expansion

Job description

Okendo is seeking a Customer Success Manager to deliver exceptional value to US-based customers and drive retention, expansion, and satisfaction. You will work with a global team of CSMs to ensure successful delivery of Okendo’s product suite, while proactively identifying opportunities for growth through value demonstration and scalable processes.

You will collaborator closely with Support, Onboarding, and Solutions Engineering to resolve issues, optimize accounts, and ensure merchants achieve