Customer Success Manager (Based in New York City)
Core
Enterprise Customer Success Manager responsible for the long-term success, retention, and growth of high-growth Shopify brands using Okendo's customer marketing platform.
Role type
Senior Enterprise Customer Success Manager
Builds
Customer marketing platform (Reviews, Referrals, Quizzes, Loyalty, Surveys) for Shopify brands
Domain
E-commerce / Customer Marketing / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise account management, net revenue retention (NRR) strategy, executive relationship building, commercial negotiation, churn risk identification, multi-product adoption strategy, quarterly business review (QBR) leadership, Shopify ecosystem expertise, cross-functional collaboration
Preferred skills
Experience with Shopify Plus brands, familiarity with Klaviyo or other retention stack tools, prior work in e-commerce or marketing technology
Technologies
Okendo, Shopify, Klaviyo, TikTok Shop, Google, Meta, Attentive, Bazaarvoice, Yotpo, LoyaltyLion, Rivo, Smile, Stamped, Judge.me, Reviews.io
Responsibilities
Own retention and growth across a portfolio of enterprise merchants; Build and execute strategic success plans aligned to merchant business goals; Lead renewal strategy and commercial negotiations; Drive deep, multi-product adoption across the platform; Run quarterly executive business reviews with merchant leadership; Surface and convert expansion opportunities; Act as the cross-functional quarterback for accounts; Raise the bar for the wider CS team through playbooks and mentoring
Seniority
Senior, hands-on IC with strategic account ownership
