SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Okendo is a customer marketing platform trusted by 19,000+ Shopify brands to drive reviews, loyalty, referrals, quizzes, and surveys. As an Enterprise Customer Success Manager, you will own the long-term success and growth of Okendo's most strategic, high-ARR merchants—the fast-growing Shopify brands that depend on the platform to power their customer marketing programs.
You will serve as the trusted commercial advisor for a focused portfolio of enterprise accounts, accountable for net revenue retention (NRR), gross retention (GRR), multi-product adoption, and measurable business outcomes. Working closely with Onboarding, Solutions Engineering, Account Management, Support, and Product, you will translate each merchant's business goals into a tailored success plan and identify expansion opportunities as their business scales.
Key responsibilities include:
- Own retention and growth across a portfolio of enterprise merchants, hitting quarterly NRR, GRR, and expansion targets
- Build and execute strategic success plans aligned to each merchant's business goals, peak retail moments, and product roadmap
- Identify churn and downsell risk early using account health signals and usage data, then mobilize cross-functional resources to resolve issues
- Lead renewal strategy and commercial negotiations, partnering with Account Management and Finance to structure multi-year, multi-product agreements
- Drive deep adoption across Okendo's full suite (Reviews, Loyalty, Referrals, Quizzes, Surveys) so merchants extract compounding value
- Run quarterly executive business reviews connecting Okendo's impact to revenue, AOV, LTV, repeat rate, and CAC efficiency
- Become a fluent expert in each merchant's business, category, customer, tech stack, and growth strategy
- Build broad, durable relationships across each account from CMO and Head of Retention to day-to-day operators
- Map each merchant's lifecycle and tech stack to identify expansion opportunities—adding new products, increasing usage, or replacing competitive tools (Yotpo, Smile, Stamped, LoyaltyLion)
- Become a deep expert on Okendo's platform and critical integrations (Shopify, Klaviyo, TikTok Shop, Google, Meta, Attentive, Bazaarvoice)
- Know the ecommerce category deeply—DTC trends, peak retail moments, headless and omni-channel patterns, and how reviews, loyalty, and referrals fit into modern retention stacks
- Operate as the cross-functional quarterback for your accounts, looping in Support, Onboarding, Solutions Engineering, and Product
- Contribute playbooks, mentor teammates, and raise the bar for the wider CS team as Okendo scales
The role offers exposure to the biggest and best ecommerce brands globally, with the option to work remotely in the USA or from a local WeWork.
Requirements:
- 5+ years in enterprise customer success, account management, or strategic accounts at a B2B SaaS company (ideally selling to ecommerce, marketing, or retention teams)
- Track record of owning a multi-million-dollar book of business and consistently hitting NRR, GRR, and expansion targets
- Strong commercial acumen and executive presence; ability to hold sharp, data-driven conversations with CMOs or VPs of Ecommerce
- Comfortable leading commercial conversations—renewals, expansion pricing, and executive-level negotiations—in partnership with sales
- Deep familiarity with the Shopify ecosystem and the modern ecommerce retention stack (Klaviyo, Attentive, Gorgias, Postscript, TikTok Shop, etc.)
- Skilled at building executive relationships, leading quarterly business reviews, and translating product usage into measurable business outcomes
- Excellent written and verbal communication; ability to write clearly under pressure and present confidently to senior stakeholders
- Highly organized and operationally rigorous; able to manage a complex book of accounts without dropping balls
- Bonus: prior experience with Shopify Plus brands, Klaviyo, or other tools in the ecommerce retention stack
