Customer Success Manager (Based in New York City)

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, leading quarterly business reviews, and translating product usage into measurable business outcomes

Excellent written and verbal communication—you write clearly under pressure and present confidently to senior stakeholders

Highly organized and operationally rigorous—you can manage a complex book of accounts without dropping balls

Bonus: prior experience working with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack

1-Month Success Markers

You’ve completed onboarding and have a working command of Okendo’s full product suite, including Reviews, Loyalty, Referrals, Quizzes, and Surveys

You’ve held intro calls with every account in your book, confirmed primary stakeholders, and documented each merchant’s goals, KPIs, and renewal date

You’ve shadowed onboarding and renewal calls with senior CSMs and are running your own merchant calls with light support

You understand the Okendo competitive landscape (Yotpo, LoyaltyLion, Rivo, Smile, Stamped, Judge.me, Reviews.io) and the broader Shopify retention stack well enough to position confidently

6-Month Success Markers

You’re consistently hitting your quarterly NRR, GRR, and expansion targets across your enterprise book

You’ve led at least one full renewal cycle end-to-end—including commercial negotiation—and closed measurable expansion (additional product, increased usage, or multi-year extension) on multiple accounts

Every account in your book has an active success plan, a documented executive sponsor, and a healthy cadence of EBRs tied to merchant business outcomes

You’ve become a trusted internal voice on enterprise merchant needs, feeding insights into Product, Marketing, and Partnerships and contributing playbooks the wider CS team is reusing

You’re a go-to voice for at least one strategic theme—e.g., loyalty strategy, reviews and SEO, retention benchmarks, or partner integrations—that you can run with externally and internally

Workplace Benefits:

- Data-backed and validated compensation strategy

- 100% employer-paid coverage of employee health insurance

- Comprehensive dental and vision coverage

- 4 weeks of PTO; carryover allowed

- 11 holidays

- Sick, bereavement, and jury duty paid time off

- 12 weeks of Paid Family Leave

- Feedback-driven culture

- Exposure to the biggest and best ecommerce brands globally

- Work remotely in the USA or from a local WeWork

What We Value:

One Team

We are one team committed to the same mission. We trust, respect, and value each other. We recognize the unique skills, experiences, and perspectives each of us has to offer. We continually look for ways to support and enable our teammates.

Champion the customer

Our customers are the heart of our business and the pursuit of their success is our north star, At every step, we prioritize their interests in our thinking and actions.

Strive for Excellence

We commit to excelle