Customer Success Manager (Based in New York City)

As an Enterprise Customer Success Manager, you will own the long-term success of Okendo’s most strategic merchants—the high-growth Shopify brands that rely on us to power their reviews, loyalty, referrals, quizzes, and survey programs. You will be the trusted advisor and commercial partner for a focused book of enterprise accounts, accountable for net revenue retention, multi-product adoption, and measurable business outcomes. Partnering closely with Onboarding, Solutions Engineering, Account Management, Support, and Product, you will translate each merchant’s goals into a tailored success plan and surface expansion opportunities as their business scales. In a category that’s evolving fast—across Shopify, TikTok Shop, Klaviyo, and the broader retention stack—you’ll be the voice our top merchants trust to guide them through it.

• Own a book of high-ARR enterprise merchants and hit quarterly net revenue retention, gross retention, and expansion targets
• Build and execute a strategic success plan for each account—aligned to the merchant’s business goals, peak retail moments, and product roadmap
• Identify churn and downsell risk early using account health signals, usage data, and executive relationship mapping—then mobilize the right cross-functional resources to resolve it
• Lead renewal strategy and commercial negotiations, partnering with Account Management and Finance to structure multi-year, multi-product agreements

• Drive adoption across Okendo’s full suite—Reviews, Loyalty, Referrals, Quizzes, and Surveys, so each merchant gets compounding value from a unified customer marketing platform
• Run quarterly executive business reviews with merchant leadership—connecting Okendo’s impact to revenue, AOV, LTV, repeat rate, and CAC efficiency
• Become a fluent expert in each merchant’s business—their category, customer, tech stack, and growth strategy—so every recommendation lands as commercial, not just tactical
• Build broad, durable relationships across each account—from CMO and Head of Retention down to the day-to-day operators—so Okendo stays embedded as the team scales

• Map each merchant’s lifecycle and tech stack to identify expansion opportunities—adding new products, increasing usage, or replacing competitive tools like Yotpo, Smile, Stamped, or LoyaltyLion
• Partner with Account Management to qualify, scope, and close cross-sell and upsell opportunities—owning the success story that makes the commercial case
• Be the early-warning system for product—feeding back enterprise feature requests, integration gaps, and competitive pressure so Okendo keeps winning upmarket

• Become a deep expert on Okendo’s platform—Reviews, Loyalty, Referrals, Quizzes, Surveys—and the integrations that matter most to enterprise merchants (Shopify, Klaviyo, TikTok Shop, Google, Meta, Attentive, Bazaarvoice)
• Know the ecommerce category cold—DTC trends, peak retail moments, headless and omni-channel patterns, and how reviews, loyalty, and referrals fit into a modern retention stack
• Build strong relationships with Okendo’s agency partners and ecosystem partners—co-developing integrated marketing programs that compound merchant results
• Operate as the cross-functional quarterback for your accounts—looping in Support, Onboarding, Solutions Engineering, and Product to remove friction and accelerate outcomes
• Raise the bar for the wider CS team—contributing playbooks, mentoring teammates, and shaping how we serve enterprise merchants as Okendo scales

• 5+ years in enterprise customer success, account management, or strategic accounts at a B2B SaaS company—ideally selling to ecommerce, marketing, or retention teams
• Track record of owning a multi-million-dollar book of business and consistently hitting NRR, GRR, and expansion targets
• Strong commercial acumen and executive presence—you can hold a sharp, data-driven conversation with a CMO or VP of Ecommerce
• Comfortable leading commercial conversations—renewals, expansion pricing, and executive-level negotiations—in partnership with sales
• Deep familiarity with the Shopify ecosystem and the modern ecommerce retention stack (Klaviyo, Attentive, Gorgias, Postscript, TikTok Shop, etc.)
• Skilled at building executive relationships, leading quarterly business reviews, and translating product usage into measurable business outcomes
• Excellent written and verbal communication—you write clearly under pressure and present confidently to senior stakeholders
• Highly organized and operationally rigorous—you can manage a complex book of accounts without dropping balls
• Bonus: prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack

• You’ve completed onboarding and have a working command of Okendo’s full product suite, including Reviews, Loyalty, Referrals, Quizzes, and Surveys
• You’ve held intro calls with every account in your book, confirmed primary stakeholders, and documented each merchant’s goals, KPIs, and renewal date
• You’ve shadowed onboarding and renewal calls with senior CSMs and are running your own merchant calls with light support
• You understand the Okendo competitive landscape (Yotpo, LoyaltyLion, Rivo, Smile, Stamped, Judge.me, Reviews.io) and the broader Shopify retention stack well enough to position confidently

• You’re consistently hitting your quarterly NRR, GRR, and expansion targets across your enterprise book
• You’ve led at least one full renewal cycle end-to-end—including commercial negotiation—and closed measurable expansion (additional product, increased usage, or multi-year extension) on multiple accounts
• Every account in your book has an active success plan, a documented executive sponsor, and a healthy cadence of EBRs tied to merchant business outcomes
• You’ve become a trusted internal voice on enterprise merchant needs, feeding insights into Product, Marketing, and Partnerships and contributing playbooks the wider CS team is reusing
• You’re a go-to voice for at least one strategic theme—e.g., loyalty strategy, reviews and SEO, retention benchmarks, or partner integrations—that you can run with externally and internally