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
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

3-6+ years of customer management/vendor management experience ideally with some experience working in SaaS retail-tech or mar-tech
Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
Ability to demonstrate 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
An 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
BS / BA degree required

Customer Success Manager

Key skills