Customer Success Manager (Based in New York City)

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<

• 1. Focusing purely on acquisition while ignoring retention and merchant success
• 2. Lack of familiarity with modern e-commerce tech stacks and API ecosystems
• 3. Giving generic SaaS answers instead of tailoring strategies to high-growth merchants

I help high-growth e-commerce brands turn customer data and reviews into predictable, compounding revenue engines.