Okendo
More roles at OkendoCustomer Success Manager - Remote, Mexico
Remote role where the employee must remain based in a particular country.
Mexico only
From the listing details: Source listing states candidate location: "Mexico, remote"
Employer listed it 8 months ago · Added 5 weeks ago
Been open since 8 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Mexico only
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
The employer did not publish a salary, and we have too few comparable roles to estimate one.
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
- Not mentioned in the advert
- Where you can work from
As a Customer Success Manager, you will be responsible for delivering value and exceptional customer experience to US-based customers.
- Contract
- Not mentioned in the advert
- Experience asked for
At least 5 years of experience working in a customer-facing role at a SaaS company
- Pay
- Not mentioned in the advert
Remote flexibility
Work from home
This is a remote role, but the employee must be based in Mexico. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Mexico, remote"
- Job description states: "US-based"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Experience: employer states
Written as a requirement
- “At least 5 years of experience working in a customer-facing role at a SaaS company”
Questions worth asking: Nomaders interpretation
- No pay is stated. Ask for the salary range before investing time in interviews.
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
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, customer emails, onboarding follow-up, and 90-day reviews.
Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues.
Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products.
Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo.
Source Expansion Opportunities
Lead merchant consultations with your assigned accounts.
You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite.
Drive Customer Value: Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.
Industry, Product, and Company Expertise
Product Expertise: Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases.
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Okendo, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1mo ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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