Senior Customer Success Manager

Ordergroove

6d•Remote

About The Position

Ordergroove is seeking a Senior Customer Success Manager to join their dynamic, fast-paced environment. This role is crucial for building strong client relationships and becoming a valuable partner to customers. The Customer Success Team is a close-knit group that takes pride in their work and collaboration. The Sr. Customer Success Manager will own the post-sales experience, working directly with enterprise clients to understand their business needs and ensure their success. This role involves managing a portfolio of $3M–$7M+ ARR, partnering with sophisticated enterprise brands, and building relationships with senior leaders across their organizations. The position requires consultative and relationship-building skills to deliver strategic recommendations, best practices, and expertise.

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
BS / BA degree required

Nice To Haves

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.

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