Customer Success Manager - Remote, Brazil

Okendo is a customer marketing platform that helps Shopify brands grow faster and more efficiently by creating stronger connections between consumers and brands through reviews, referrals, quizzes, loyalty, and surveys.

Location: Remote (US)

Responsibilities

• Own customer retention and maintain Net Retention Revenue on assigned accounts.
• Proactively respond to churn signals and build retention strategies.
• Help build automated playbooks for the Customer Success Management (CSM) team.
• Manage outreach campaigns based on Account Health Score and customer lifecycle signals.
• Manage an assigned book of business, including QBRs, customer emails, onboarding follow-up, and 90-day reviews.
• Collaborate with support, onboarding, and engineering teams to provide high-quality customer service and resolve issues.
• Build strong relationships with merchants, demonstrate product value, and drive adoption of new features.
• Source and book demos for the Account Management team to support expansion initiatives.
• Become an expert on Okendo’s product suite and stay updated on new products and changes.
• Maintain high operational standards by adhering to SLAs and seeking operational improvements.
• Understand the merchant tech stack and leverage partners for integrated marketing programs.
• Work with cross-functional teams to troubleshoot and optimize accounts.
• Identify areas for personal development and industry trend awareness.

Requirements

• Strong customer-facing and presentation skills.
• At least 5 years of experience in a customer-facing role at a SaaS company.
• Familiarity with retention and expansion playbooks.
• Comfortable pursuing revenue opportunities proactively.
• Flexible mindset and willingness to participate in process creation and testing.
• Ability to work in a high-volume environment.
• Positive attitude, empathy, and high energy.
• Strong problem-solving and prioritization skills.
• Excellent written and verbal communication skills.
• High commitment and resilience.
• Ability to contribute to a positive team culture.