Associate Customer Success Manager

What will you be doing?

• Manage a large portfolio of SMB customers, focused on driving retention and improving overall customer health
• Execute high-quality, repeatable outreach and save motions to proactively address risks and prevent churn
• Monitor account health signals (usage, spend patterns, support trends) to identify and resolve issues early
• Conduct regular book reviews and data analysis to prioritize at-risk accounts and take action
• Partner with customers via email, calls, and virtual touchpoints to remove blockers and ensure continued success with Order.co
• Act as a trusted guide on day-to-day platform usage, helping customers get consistent value from Order.co
• Collaborate closely with Support, Product, and senior CSMs to escalate and resolve customer issues quickly
• Capture and share customer feedback to help improve product experience and reduce recurring friction points
• Support broader Customer Success initiatives aimed at improving cohort health, retention, and TPV attainment

What does success look like?

• Reduction in customer health flags across your book of business
• Strong performance against retention and churn reduction goals
• Consistent execution of proactive outreach and save motions
• Improved customer engagement and product adoption trends across your accounts

Qualifications

• 1–3 years of experience in Customer Success, Account Management, Support, or a similar customer-facing role
• Strong organizational skills with the ability to manage a high volume of accounts and tasks simultaneously
• Comfortable working with data to identify trends, risks, and opportunities
• Excellent communication skills across email, phone, and virtual interactions
• Highly proactive → you don’t wait for problems to surface; you go find them
• Strong sense of ownership and follow-through → you close the loop and get things done
• Curious and solutions-oriented →you dig into problems and find ways to resolve them
• Team-oriented, with a willingness to collaborate and escalate when needed to unblock customers 

What You’ll Receive:

• A competitive compensation package including base and variable as well as stock options
• The opportunity to grow within the overall Customer Success organization
• Employer-sponsored 401(k) including an employer match
• The opportunity to develop 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
• The anticipated annual salary range for this role is $80,000-$100,000 OTE. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.