Customer Success Manager

Summary

Order.co provides a B2B purchasing and payments platform that helps businesses automate procurement and finance workflows. The Customer Success Manager owns the post-sale and post-implementation customer lifecycle, driving onboarding, adoption, retention, expansion, and net revenue retention while advising Operations and Finance stakeholders.

Responsibilities

• Serve as the main point of contact for your assigned accounts, owning the full post-sale customer journey and building strong relationships with Operations and Finance professionals at small, medium, and large, complex organizations
• Retain and grow a rapidly expanding book of business
• Serve as the expert and go-to consultant for your accounts on purchasing and payments best practices
• Dig deep to understand clients’ business goals and educate them how to leverage their Order subscription to meet these goals
• Proactively increase our share of wallet with clients; meet aggressive revenue targets while simultaneously mitigating churn and building brand champions (NRR is the name of the game)
• Collaborate with our Operations & Product team to translate customer feedback into improvements across our platform
• Monitor your account’s Support ticket volume and escalate risk proactively
• Work closely with Management to understand analytical trends for your Clients and areas of strategic opportunity

Skills

• You have 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment
• You have consistently met and/or exceeded revenue and/or retention targets
• You have experience managing client data within a CRM, and are familiar with highly consultative, short sales cycles
• You are exceptionally skilled at building strong business relationships. You can work equally well with end users and C-level decision-makers
• You are action-oriented, results driven, and able to work in a team environment
• You are able to prioritize autonomously and ask for advice or help when necessary
• You are an excellent and collaborative communicator across both written and verbal mediums
• You are a self-aware, team-focused asset who can provide insight into process optimization

Qualifications

Must Haves

• You have 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment
• You have consistently met and/or exceeded revenue and/or retention targets
• You have experience managing client data within a CRM, and are familiar with highly consultative, short sales cycles
• You are exceptionally skilled at building strong business relationships. You can work equally well with end users and C-level decision-makers
• You are action-oriented, results driven, and able to work in a team environment
• You are able to prioritize autonomously and ask for advice or help when necessary
• You are an excellent and collaborative communicator across both written and verbal mediums
• You are a self-aware, team-focused asset who can provide insight into process optimization

Benefits

• A competitive compensation package including base and uncapped variable components
• The opportunity to grow quickly within the GTM organization
• Employer-sponsored 401(k)
• A deep knowledge and understanding of selling a SaaS B2B product in the purchasing and payment space
• The opportunity to grow and perform in a fast-paced environment alongside a stellar team
• Flexible time off and remote work policies
• Robust medical, dental, vision, and wellness benefits
• Generous leave policies and support for new and current parents