Senior Customer Success Manager

Ordergroove is a dynamic company focused on building valuable relationships in the Relationship Commerce space. The Senior Customer Success Manager will own the post-sales experience, managing a portfolio of enterprise accounts and ensuring customer success through strategic recommendations and relationship-building with senior stakeholders.

Responsibilities:

• 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

Requirements:

• 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