Customer Success Manager (Based in New York City)

Okendo•New York, NY

13d•$90,000 - $150,000•Remote

About The Position

Okendo is a customer marketing platform that helps Shopify brands grow by fostering brand advocacy and maximizing lifetime value. The platform offers products for Reviews, Referrals, Quizzes, Loyalty, and Surveys. The Enterprise Customer Success Manager will be responsible for the success of Okendo’s most strategic merchants, acting as a trusted advisor and commercial partner. This role focuses on net revenue retention, multi-product adoption, and achieving measurable business outcomes for high-growth Shopify brands. The CSM will collaborate with various internal teams to create tailored success plans, identify expansion opportunities, and guide merchants through the evolving e-commerce landscape.

Requirements

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.
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 skills.
Highly organized and operationally rigorous.

Nice To Haves

Prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack.

Responsibilities

Own retention and growth across a portfolio of enterprise merchants.
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 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 deep, multi-product adoption across Okendo’s full suite (Reviews, Loyalty, Referrals, Quizzes, and Surveys).
Run quarterly executive business reviews (EBRs) with merchant leadership, connecting Okendo’s impact to key business metrics.
Become an expert in each merchant’s business—their category, customer, tech stack, and growth strategy—to provide commercial recommendations.
Build broad, durable relationships across each account, from CMO to day-to-day operators.
Surface and convert expansion opportunities by mapping merchant lifecycles and tech stacks to identify opportunities for adding new products, increasing usage, or replacing competitive tools.
Partner with Account Management to qualify, scope, and close cross-sell and upsell opportunities.
Act as an early-warning system for product feedback, feeding back enterprise feature requests, integration gaps, and competitive pressures.
Become a deep expert on Okendo’s platform and key enterprise integrations.
Become an expert in the e-commerce category, including DTC trends, peak retail moments, and retention strategies.
Build strong relationships with Okendo’s agency partners and ecosystem partners.
Operate as the cross-functional quarterback for accounts, looping in Support, Onboarding, Solutions Engineering, and Product.
Contribute playbooks, mentor teammates, and shape how Okendo serves enterprise merchants.