Customer Success Director

4 days ago

New York, New York, United States Ordergroove Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Ordergroove. As a key member of our Customer Success Team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic partnerships.

Key Responsibilities
  • Develop Customer Relationships: Build and maintain strong relationships with our customers, understanding their business objectives and success criteria for a relationship commerce program.
  • Anticipate Customer Needs: Identify key activities needed to push results, and develop and manage project plans to ensure timely and high-quality customer programs and excellent customer service.
  • Provide Strategic Recommendations: Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives.
  • Conduct Business Reviews: Conduct comprehensive business reviews that demonstrate a deep understanding of your customer's subscription program goals and results, and provide data-backed recommendations to maximize program results.
  • Participate in Cross-Functional Projects: Participate in and provide guidance for innovative cross-functional projects for your customer.
  • Support Internal Team Members: Support internal team members and share best practices to ensure that Customer Success team goals are met.
Requirements
  • 3-6+ years of customer management/vendor management experience ideally with some experience working in SaaS retail-tech or mar-tech.
  • Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization.
  • Outstanding communication, interpersonal, and presentation skills.
  • Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce, and Magento.
  • Desire to go beyond the basics and bring new ideas and thinking to Ordergroove and our clients.
  • Optimistic, able to face challenging problems with enthusiasm, with a willingness to roll up your sleeves to get the job done.
  • Ability to manage competing priorities in a fast-paced environment.
  • Excellent work ethic, team player, resourceful, and a positive 'can-do' outlook.
  • Advanced skills in MS Office applications, Word, Excel & PowerPoint.
  • BS/BA degree required.
About Ordergroove

Ordergroove powers recurring revenue for the world's largest and most innovative retailers, including L'Oreal, Dollar Shave Club, La Colombe Coffee, Bonafide Health, The Honest Company, and more. Our technology makes seamless, one-of-a-kind subscriber and membership experiences possible, turning one-time transactions into profitable recurring customer relationships.

Our company values celebrate collaboration, different perspectives, and curiosity with the goal of getting to the right answer, no matter who came up with it. At Ordergroove, we are committed to creating a welcoming and supportive environment for all people. We encourage people with different backgrounds and experiences to join our growing team so that we gain different perspectives and build the best team possible.

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