Senior Customer Success Manager

Job Description

Job Description

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!

About the Role:

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 Sr. 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. You'll manage a portfolio in the $3M–$7M+ ARR range, partnering with sophisticated enterprise brands where you'll build and maintain relationships with senior leaders across their organization. As a Sr. 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?

What You Will Do:

• Own a highly strategic $3M–$7M+ ARR book of business and drive retention, growth, and strategic outcomes across a portfolio of enterprise accounts
• 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
• Build and maintain trusted relationships with senior stakeholders, including VP and C-suite leaders (CTO, CMO, CFO, COO), and navigate complex organizational landscapes with confidence
• 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

About You:

• 6+ years of customer management, account management, or vendor management experience, ideally with time spent in SaaS, retail-tech, or mar-tech
• Experience owning a $3M–$7M+ ARR book of business, or a clear track record of managing portfolios of comparable scale and complexity
• Enterprise experience working for or with large, recognizable brands (think Amazon, Expedia, or similar); technology and SaaS companies in the e-commerce space are a strong plus
• Demonstrated ability to build and maintain relationships with senior executives, including VP and C-suite leaders (CTO, CMO, CFO, COO); experience doesn't need to be as the primary point of contact, but you should be able to point to meaningful exposure at that level
• Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
• 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, BigCommerce, 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
• 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
• Effectiveness in leveraging AI tools to drive business outcomes and increase company efficiency.
• 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.

About Ordergroove:

Ordergroove powers recurring revenue for the world's largest and most innovative retailers including L'Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, BarkBox, and more. As a direct result, more than 11% of adult Americans have a subscription powered by Ordergroove. Our technology makes seamless, one-of-a-kind subscriber and membership experiences possible to turn one-time transactions into profitable recurring customer relationships.

Ordergroove's powerful platform empowers merchants with highly customizable options such as flexible promotions, bundling, and analytics to bolster their bottom line while making customers' lives easier. We recently achieved a milestone year with 152% year-over-year new business growth and were rated best-in-class subscription technology by CB Insights and eCommerce Platform of the Year by RetailTech Breakthrough Awards.

Our company values celebrate collaboration, different perspectives, and curiosity with the goal of getting to the right answer, no matter who came up with it. At Ordergroove we are committed to creating a welcoming and supportive environment for all people. We encourage people with different backgrounds and experiences to join our growing team so that we gain different perspectives and build the best team possible. We demand the best of ourselves and each other and never miss an opportunity to celebrate our successes.

With a fully flexible work from anywhere culture, staying connected and supporting each other are always top of mind. We build our tight-knit community through small group events like trivia night, cooking classes, and book clubs. We encourage cross-functional relationships through virtual coffees and we stay close to the business through weekly team updates and quarterly all-hands meetings.

At Ordergroove, we focus on flexibility and empowering our team to make the right decisions for themselves. We have flexible PTO, a totally remote (anywhere in the US) workforce, and an annual personal development budget that you use for what matters to you (wellness, career development, productivity at home, etc). And of course, that is on top of the basics like competitive compensation (including stock options) and incredible, affordable benefits. Come join our amazing team while we enable the fastest-growing segment of commerce that makes life easier for millions of consumers every day!

At Ordergroove, we want to hire, develop, and retain the best talent, making Ordergroove a top destination to grow your career.

The pay transparency law is a way of narrowing the gender pay gap and fostering an engaged and positive working environment. It is also a way to share what we think is a reasonable, equitable, and competitive compensation structure for the roles on our team.

The total compensation range for this role starts at $140K OTE plus equity.