Customer Success Manager (Based in New York City)

Enterprise Customer Success ManagerAs an Enterprise Customer Success Manager, you will own the long-term success of Okendo's most strategic merchants—the high-growth Shopify brands that rely on us to power their reviews, loyalty, referrals, quizzes, and survey programs. You will be the trusted advisor and commercial partner for a focused book of enterprise accounts, accountable for net revenue retention, multi-product adoption, and measurable business outcomes. Partnering closely with Onboarding, Solutions Engineering, Account Management, Support, and Product, you will translate each merchant's goals into a tailored success plan and surface expansion opportunities as their business scales. In a category that's evolving fast—across Shopify, TikTok Shop, Klaviyo, and the broader retention stack—you'll be the voice our top merchants trust to guide them through it.How you'll create impact:Own retention and growth across a portfolio of enterprise merchantsOwn a book of high-ARR enterprise merchants and hit quarterly net revenue retention, gross retention, and expansion targetsBuild and execute a strategic success plan for each account—aligned to the merchant's business goals, peak retail moments, and product roadmapIdentify churn and downsell risk early using account health signals, usage data, and executive relationship mapping—then mobilize the right cross-functional resources to resolve itLead renewal strategy and commercial negotiations, partnering with Account Management and Finance to structure multi-year, multi-product agreementsDrive deep, multi-product adoptionDrive adoption across Okendo's full suite—Reviews, Loyalty, Referrals, Quizzes, and Surveys, so each merchant gets compounding value from a unified customer marketing platformRun quarterly executive business reviews with merchant leadership—connecting Okendo's impact to revenue, AOV, LTV, repeat rate, and CAC efficiencyBecome a fluent expert in each merchant's business—their category, customer, tech stack, and growth strategy—so every recommendation lands as commercial, not just tacticalBuild 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 scalesSurface and convert expansion opportunitiesMap 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 LoyaltyLionPartner with Account Management to qualify, scope, and close cross-sell and upsell opportunities—owning the success story that makes the commercial caseBe the early-warning system for product—feeding back enterprise feature requests, integration gaps, and competitive pressure so Okendo keeps winning upmarketLead with industry, product, and platform expertiseBecome 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 stackBuild strong relationships with Okendo's agency partners and ecosystem partners—co-developing integrated marketing programs that compound merchant resultsOperate as the cross-functional quarterback for your accounts—looping in Support, Onboarding, Solutions Engineering, and Product to remove friction and accelerate outcomesRaise the bar for the wider CS team—contributing playbooks, mentoring teammates, and shaping how we serve enterprise merchants as Okendo scalesWhat we need from you:5+ years in enterprise customer success, account management, or strategic accounts at a B2B SaaS company—ideally selling to ecommerce, marketing, or retention teamsTrack record of owning a multi-million-dollar book of business and consistently hitting NRR, GRR, and expansion targetsStrong commercial acumen and executive presence—you can hold a sharp, data-driven conversation with a CMO or VP of EcommerceComfortable leading commercial conversations—renewals, expansion pricing, and executive-level negotiations—in partnership with salesDeep 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 outcomesExcellent written and verbal communication—you write clearly under pressure and present confidently to senior stakeholdersHighly organized and operationally rigorous—you can manage a complex book of accounts without dropping ballsBonus: prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack1-Month Success MarkersYou've completed onboarding and have a working command of Okendo's full product suite, including Reviews, Loyalty, Referrals, Quizzes, and SurveysYou've held intro calls with every account in your book, confirmed primary stakeholders, and documented each merchant's goals, KPIs, and renewal dateYou've shadowed onboarding and renewal calls with senior CSMs and are running your own merchant calls with light supportYou understand the Okendo competitive landscape (Yotpo, LoyaltyLion, Rivo, Smile, Stamped, Judge.me, Reviews.io) and the broader Shopify retention stack well enough to position confidently6-Month Success MarkersYou're consistently hitting your quarterly NRR, GRR, and expansion targets across your enterprise bookYou've led at least one full renewal cycle end-to-end—including commercial negotiation—and closed measurable expansion (additional product, increased usage, or multi-year extension) on multiple accountsEvery account in your book has an active success plan, a documented executive sponsor, and a healthy cadence of EBRs tied to merchant business outcomesYou've become a trusted internal voice on enterprise merchant needs, feeding insights into Product, Marketing, and Partnerships and contributing playbooks the wider CS team is reusingYou're a go-to voice for at least one strategic theme—e.g., loyalty strategy, reviews and SEO, retention benchmarks, or partner integrations—that you can run with externally and internallyWorkplace Benefits:- Data-backed and validated compensation strategy- 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 WeWorkWhat We Value:One TeamWe 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 CustomerOur 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 ExcellenceWe 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 OwnershipWe 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 AlwaysWe 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.<