Customer Success Manager

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!

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?

• 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

• 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, Big Commerce 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

If you don't meet 100% of the qualifications outlined above - that's okay, nobody's perfect! We encourage you to apply.

Ordergroove powers recurring revenue for the world's largest and most innovative retailers including L'Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, Bark Box, and more. As a direct result, more than 11% of adult Americans have a subscription powered by…