Customer Success Manager

Order.co is a B2B Ecommerce Platform that simplifies purchasing. The Customer Success Manager will manage the post-sale and post-implementation experience for customers, ensuring they realize ongoing value from the platform and deepen adoption over time.

Responsibilities:

• Serve as the main point of contact for your assigned accounts, owning the full post-sale customer journey and building strong relationships with Operations and Finance professionals at small, medium, and large, complex organizations
• Retain and grow a rapidly expanding book of business
• Serve as the expert and go-to consultant for your accounts on purchasing and payments best practices
• Dig deep to understand clients’ business goals and educate them how to leverage their Order subscription to meet these goals
• Proactively increase our share of wallet with clients; meet aggressive revenue targets while simultaneously mitigating churn and building brand champions (NRR is the name of the game)
• Collaborate with our Operations & Product team to translate customer feedback into improvements across our platform
• Monitor your account’s Support ticket volume and escalate risk proactively
• Work closely with Management to understand analytical trends for your Clients and areas of strategic opportunity

Requirements:

• You have 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment
• You have consistently met and/or exceeded revenue and/or retention targets
• You have experience managing client data within a CRM, and are familiar with highly consultative, short sales cycles
• You are exceptionally skilled at building strong business relationships. You can work equally well with end users and C-level decision-makers
• You are action-oriented, results driven, and able to work in a team environment
• You are able to prioritize autonomously and ask for advice or help when necessary
• You are an excellent and collaborative communicator across both written and verbal mediums
• You are a self-aware, team-focused asset who can provide insight into process optimization