Customer Success Manager - Remote, Brazil
Core
Deliver value and exceptional customer experience to US-based merchants, driving retention, expansion, and overall satisfaction for Okendo's suite of products (Reviews, Referrals, Quizzes, Loyalty, Surveys).
Role type
Senior Customer Success Manager (SaaS)
Builds
Customer retention strategies, automated playbooks, and expansion initiatives for Shopify brands
Domain
E-commerce / SaaS / Customer Marketing
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Customer retention management, Net Retention Revenue maintenance, churn signal response, account health scoring, QBRs, onboarding follow-up, merchant consultations, cross-functional collaboration, product adoption driving, strategic partnership
Preferred skills
Familiarity with Shopify, Klaviyo, or Google Shopping
Technologies
Okendo platform, Shopify, Klaviyo, Google Shopping
Responsibilities
Own customer retention and Net Retention Revenue for assigned accounts; Proactively respond to churn signals and build retention strategies; Manage outreach campaigns based on Account Health Score; Lead merchant consultations and source demos for expansion; Collaborate with Support, Onboarding, and Engineering teams; Drive product adoption and education; Maintain high operational standards and SLAs.
Seniority
Mid-Senior, hands-on IC
