Associate Customer Success Manager

Order.co • New York City, NY

2d • Remote

About The Position

The Associate Customer Success Manager will manage a large portfolio of SMB customers, focusing on driving retention and improving overall customer health. This role involves executing high-quality outreach and save motions to proactively address risks and prevent churn. The CSM will monitor account health signals, conduct regular book reviews, and partner with customers via various communication channels to ensure their continued success with Order.co. They will act as a trusted guide on platform usage, collaborate with internal teams to resolve issues, and capture customer feedback for product improvement. Success in this role is defined by a reduction in customer health flags, strong performance against retention and churn reduction goals, consistent execution of proactive outreach, and improved customer engagement and product adoption.

Requirements

• 1–3 years of experience in Customer Success, Account Management, Support, or a similar customer-facing role
• Strong organizational skills with the ability to manage a high volume of accounts and tasks simultaneously
• Comfortable working with data to identify trends, risks, and opportunities
• Excellent communication skills across email, phone, and virtual interactions
• Highly proactive → you don’t wait for problems to surface; you go find them
• Strong sense of ownership and follow-through → you close the loop and get things done
• Curious and solutions-oriented →you dig into problems and find ways to resolve them
• Team-oriented, with a willingness to collaborate and escalate when needed to unblock customers

Responsibilities

• Manage a large portfolio of SMB customers, focused on driving retention and improving overall customer health
• Execute high-quality, repeatable outreach and save motions to proactively address risks and prevent churn
• Monitor account health signals (usage, spend patterns, support trends) to identify and resolve issues early
• Conduct regular book reviews and data analysis to prioritize at-risk accounts and take action
• Partner with customers via email, calls, and virtual touchpoints to remove blockers and ensure continued success with Order.co
• Act as a trusted guide on day-to-day platform usage, helping customers get consistent value from Order.co
• Collaborate closely with Support, Product, and senior CSMs to escalate and resolve customer issues quickly
• Capture and share customer feedback to help improve product experience and reduce recurring friction points
• Support broader Customer Success initiatives aimed at improving cohort health, retention, and TPV attainment

Benefits

• Competitive compensation package including base and variable
• Stock options
• Opportunity to grow within the overall Customer Success organization
• Employer-sponsored 401(k) including an employer match
• Opportunity to develop and perform in a fast-paced environment alongside a stellar team
• Flexible time off and remote work policies
• Robust medical, dental, vision, and wellness benefits
• Generous leave policies and support for new and current parents

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed