Senior Manager, Customer Success

We’re passionate marketers, engineers, and innovators building the technology to power the future of commerce. We’re a B2B SaaS platform helping the world’s most interesting retailers and direct-to-consumer brands remove friction from the customer experience to deliver recurring revenue through subscription programs - shifting their consumer interactions from one-and-done transactions to long-lived, highly profitable relationships.

Recent studies show that 75% of direct-to-consumer retailers will offer subscription services by 2023. Ordergroove has created the technology that will allow retailers to do this. 

Want to be a part of it? Keep reading...

Ordergroove is a dynamic, fast-paced environment where you will be involved in building something of real value from the ground up. We're looking for bright, talented people who are excited about innovation, growth, and the exciting world of Relationship Commerce.  If you’re motivated by a desire to solve problems and deliver groundbreaking insights and solutions you’ll fit in perfectly! We are looking for someone who has worked in the mar-tech ecosystem or subscription-based companies and can bring that expertise to Ordergroove’s customer base. 

Working on the Customer Success Team requires a passion for building solid customer relationships and becoming our customers’ most valuable partners. We are a close-knit team that takes pride in our work and loves working together. We are customer-obsessed and are willing to go the extra mile for our customers. The Senior Manager, Customer Success (Scale) at Ordergroove leads a team of 3 CSMs that help maintain high levels of satisfaction and engagement among our MM + SMB customer base. The Senior Manager, Customer Success is responsible for making sure the clients under their team are constantly realizing the value of Ordergroove, driving adoption and outcomes leading to renewals, expansion, and advocacy. This is a great opportunity for an individual with 3 to 4 years of scale management experience in the Customer Success space to help build out and grow a relatively new team within a dynamic start-up. The position is a member of the Customer Success organization and reports directly to the SVP, Customer Success. Are you ready to join us?

Key Responsibilities:

• Lead a team of 3 CSMs to effectively renew and upsell an assigned book of business of existing Mid-Market and SMB customers
• Develop a deep understanding of your customer’s businesses, including their objectives and success criteria for a subscription program and how it fits into their short-term and long-term goals
• Coach CSMs on helping customers understand best practices which will inform strategy and tactics to improve subscription program KPIs, exceed customers’ business objectives, and ultimately lead to program growth.  
• Understand your customer’s organizational landscape to foster and strengthen relationships with customers at the highest levels of organizations (Director, VP, C-suite) through email, phone, in-person meetings
• Work cross-functionally and collaboratively with internal teams (Sales, Solutions, Product, Ops, Legal) to ensure timely renewals and growth within your segment
• Develop a customer journey map and identify processes and tools to automate customer success touchpoints 
• Gain expert knowledge of the Ordergroove platform with the ability to support CSMs on technical customer calls
• Hire and train future CSMs as needed

Requirements:

• 4 - 5 years of experience in Customer Success, Sales, Support/Service or customer-facing roles, preferably with web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce and Magento
• 3 - 4 years of management experience, ideally in scale/digital-led accounts
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Willingness to travel to customer locations 
• 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
• An ability to manage competing priorities in a fast-paced environment
• Knowledge of the latest industry trends within e-commerce
• Excellent work ethic, team player, resourceful and a positive ‘can-do’ outlook

About Ordergroove:

• Raised over $100M from top-notch investors
• Remote-first team with members all over the world 
• Hundreds of customers including Honest Company, IL MAKIAGE, PetSmart, Wal-mart, L’Oreal, Unilever, Peet’s Coffee, KIND, Love Wellness, and Tula

In 2000, subscriptions transformed the software