Customer Success Manager
Remote
Full Time
#Customer Experience
#Marketing
#Ecommerce
#Customer Success
#Account Management
#Klaviyo
#Email Marketing
#SMS Marketing
#Direct Mail
#Data Analysis
#Cross Functional Collaboration
At Orita, we specialize in building AI-powered customer segments for some of the world’s most recognizable brands, including Spanx, ThirdLove, and True Classic. Our algorithms help businesses determine exactly who to message, when to reach out, and which channels to use, such as email, SMS, or direct mail. By ensuring brands connect with their customers at the right moment, we help them drive profitable growth and improve long-term value. We are currently looking for a dedicated Senior Customer Success Manager to join our remote team and help us scale our partnerships with over 80 marketing agencies.
Key outcomes
- Manage a portfolio of agency partnerships and their shared brand clients to ensure exceptional service and results.
- Oversee a book of business primarily focused on mid-market and strategic brands.
- Develop and scale our agency enablement processes to support our growth from hundreds to thousands of customers.
- Handle daily success activities, including client onboarding, goal setting, contract negotiations, and identifying opportunities for product expansion.
- Collaborate with our Sales and Partnerships teams to ensure smooth transitions and a cohesive customer experience.
- Provide strategic guidance to clients looking to optimize their marketing campaigns across email, SMS, and direct mail.
- Act as a product expert, gathering client feedback to help shape our future product roadmap.
- Conduct regular Quarterly Business Reviews to track progress, resolve challenges, and gather insights.
- Participate in ongoing experiments and process improvements as we continue to evolve our service model.
Requirements
- At least 3 years of experience in mid-market Customer Success or Account Management.
- Proven background working at a retention marketing agency with hands-on experience in the Klaviyo platform.
- Demonstrated success in managing a book of business, including handling renewals and driving revenue growth.
- Strong organizational skills with the ability to manage a high volume of client relationships effectively.
- An analytical mindset, with the ability to interpret data to identify performance trends and resolve potential issues.
- Experience working in a cross-functional environment to drive initiatives forward.
- Comfort navigating ambiguity and a proactive approach to building new processes.
- Fluency in English.
Preferred qualifications
- Prior experience in the ecommerce or Martech sectors, specifically within a customer success function.
- Experience working in a fast-paced startup environment where the ability to pivot quickly is essential.
- Familiarity with various email, SMS, and direct mail platforms beyond Klaviyo.
Compensation
We provide a comprehensive benefits package designed to support our team members. This includes a 401k plan, equity compensation, a flexible time-off policy, and the ability to work remotely. We value our employees and strive to offer a supportive environment that rewards your contributions to our growth.
How to apply
If you are ready to help us shape the future of customer retention and agency partnerships, we would love to hear from you. Please submit your application to begin our interview process, which typically consists of an initial questionnaire, a screening with our Director of Customer Success, a team interview, and a final discussion with our leadership team.
