Customer Success Manager (Based in New York City)

Job description

About Okendo
We believe happy customers make the best marketers.
That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.
Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximising lifetime value.
Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 19,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.
Position Summary
As an Enterprise Customer Success Manager, you will own the long-term success of Okendo’s most strategic merchants—the high-growth Shopify brands that rely on us to power their reviews, loyalty, referrals, quizzes, and survey programs. You will be the trusted advisor and commercial partner for a focused book of enterprise accounts, accountable for net revenue retention, multi-product adoption, and measurable business outcomes. Partnering closely with Onboarding, Solutions Engineering, Account Management, Support, and Product, you will translate each merchant’s goals into a tailored success plan and surface expansion opportunities as their business scales. In a category that’s evolving fast—across Shopify, TikTok Shop, Klaviyo, and the broader retention stack—you’ll be the voice our top merchants trust to guide them through it.
How you'll create impact:
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 the right 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
Drive adoption across Okendo’s full suite—Reviews, Loyalty, Referrals, Quizzes, and Surveys, so each merchant gets compounding value from a unified customer marketing platform
Run quarterly executive business reviews with merchant leadership—connecting Okendo’s impact to revenue, AOV, LTV, repeat rate, and CAC efficiency
Become a fluent expert in each merchant’s business—their category, customer, tech stack, and growth strategy—so every recommendation lands as commercial, not just tactical
Build broad, durable relationships across each account—from CMO and Head of Retention down to the day-to-day operators—so Okendo stays embedded as the team scales
Surface and convert expansion opportunities
Map each merchant’s lifecycle and tech stack to identify expansion opportunities—adding new products, increasing usage, or replacing competitive tools like Yotpo, Smile, Stamped, or LoyaltyLion
Partner with Account Management to qualify, scope, and close cross-sell and upsell opportunities—owning the success story that makes the commercial case
Be the early-warning system for product—feeding back enterprise feature requests, integration gaps, and competitive pressure so Okendo keeps winning upmarket
Lead with industry, product, and platform expertise
Become a deep expert on Okendo’s platform—Reviews, Loyalty, Referrals, Quizzes, Surveys—and the integrations that matter most to enterprise merchants (Shopify, Klaviyo, TikTok Shop, Google, Meta, Attentive, Bazaarvoice)
Know the ecommerce category cold—DTC trends, peak retail moments, headless and omni-channel patterns, and how reviews, loyalty, and referrals fit into a modern retention stack
Build strong relationships with Okendo’s agency partners and ecosystem partners—co-developing integrated marketing programs that compound merchant results
Operate as the cross-functional quarterback for your accounts—looping in Support, Onboarding, Solutions Engineering, and Product to remove friction and accelerate outcomes
Raise the bar for the wider CS team—contributing playbooks, mentoring teammates, and shaping how we serve enterprise merchants as Okendo scales
What we need from you:
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—you can hold a sharp, data-driven conversation with a CMO or VP of Ecommerce
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, leadin

Prepare for the interview

Nothing collected for this employer yet. The Blind 75 is what technical screens draw from; practise it here, with a coach, in Java or Python.

More like this

• Customer Success Manager jobs in New York, United States (3)