Customer Success Manager - Remote, Brazil
🏢 Okendo · 📍 Brazil · 💼 remote · ⏰ Fulltime Exempt
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Position Summary & Responsibilities
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 maximizing lifetime value.
Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 16,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.
Position Summary
As a Customer Success Manager, you will be responsible for delivering value and exceptional customer experience to US-based customers. You will join a global team of CSMs who are recognized by our merchants as trusted advisors. CSMs are Okendo are accountable for their retention, expansion, and overall customer satisfaction. You will own the successful delivery of our suite of products, while actively pursuing retention and expansion opportunities through constant value demonstration. You will cultivate relationships with merchants and embody our can-do attitude to meet and exceed their expectations at scale, both through 1:1 touch points and group-based campaigns. You will be involved in the constant evolution of our processes to maintain our operational excellence and efficiency at scale, within the Customer Success team, and collaboratively with other departments.
How you'll create impact:
Own customer retention
Maintain Net Retention Revenue on assigned accounts
Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs.
Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team.
Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle.
Be A Strategic Partner to Merchants
Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, custom
🎯 Candidate Preparation Guide
For Okendo Applicants
Key Role Competencies & Evaluation Highlights
Key Role Focus:
They strictly evaluate SaaS product-led growth metrics, e-commerce ecosystem integrations, and customer advocacy strategies.
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