Customer Success Manager (Australia Remote)

About the job:
Full-time
About Okendo

We believe happy customers make the best marketers.

That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love. Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value. Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 9,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.

 

Position Summary

As a Customer Success Manager, you will be responsible for delivering the Okendo value and exceptional customer experience that are fueling our rapid growth. You will join a team of world-class CSMs who are recognized by our merchants as trusted advisors, and are accountable for their retention, expansion, and satisfaction. You will own the successful delivery of our suite of products, while actively pursuing retention and expansion opportunities through constant value demonstration. You will cultivate relationships with merchants and embody our can-do attitude to meet and exceed their expectations at scale, both through 1:1 touch points and group-based campaigns. You will be involved in the constant evolution of our processes to maintain our operational excellence and efficiency at scale, within the Customer Success team, and collaboratively with other departments.

 

How you’ll create impact:

Own customer retention

Maintain Net Retention Revenue on assigned accounts

Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs.

Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team.

Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle.

 

Be A Strategic Partner to Merchants

Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews.

Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues.

Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products.

Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo.

 

Source Expansion Opportunities

Lead merchant consultations with your assigned accounts.

You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite.

Drive Customer Value: Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.

 

Industry, Product, and Company Expertise

Product Expertise: Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases.

Operations: Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement.

Partner and competitive landscape: Understand the merchant tech stack and learn how to leverage partners to effectively build integrated marketing programs

Communication: Know who, how, and when to work with cross-functional internal resources (support, onboarding, engineering…) to troubleshoot/optimize accounts

Set high standards: Work with management to identify areas and implement personal development plans. Maintain awareness of industry trends and bring recommendations to the team. Take ownership of mistakes and celebrate wins with the team.

What we need from you:

Strong customer-facing and presentation skills with the ability to establish trust and credibility

At least 3 years of experience working in a customer-facing role at a SaaS company

Familiarity with retention and expansion playbooks

Comfortable being proactive and pursuing revenue opportunities with the support of the sales team

A flexible mindset, willingness to participate in the creation and testing of new processes

Ability to work in a high-volume environment

Positive attitude, empathy, and high energy

Ability to think through problems and prioritize tasks based on their relative importance.

Impeccable communication, both written and verbal, and presentation.

A high degree of commitment and resilience as you work to enable the best outcomes for your customer.

Contributes to a positive team culture by representing company values with your team and external clients.

Bonus: Familiarity with Shopify, Klaviyo, or Google Shopping

 

What We Value:

One Team

We 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 customer

Our 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 Excellence

We 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 Ownership

We 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 Always

We 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.