Unlock growth opportunities and increase customer loyalty with our comprehensive customer marketing platform. Showcase social proof, scale word-of-mouth, and drive conversions with Okendo. Backed by Index.
About the role
As an Enterprise Customer Success Manager, you will own the long-term success of Okendo’s most strategic merchants—the high-growth Shopify brands that rely on us to power their reviews, loyalty, referrals, quizzes, and survey programs. You will be the trusted advisor and commercial partner for a focused book of enterprise accounts, accountable for net revenue retention, multi-product adoption, and measurable business outcomes.
What they're looking for
- Own a book of high-ARR enterprise merchants and hit quarterly net revenue retention, gross retention, and expansion targets
- Build and execute a strategic success plan for each account—aligned to the merchant’s business goals, peak retail moments, and product roadmap
- Identify churn and downsell risk early using account health signals, usage data, and executive relationship mapping—then mobilize the right cross-functional resources to resolve it
- Lead renewal strategy and commercial negotiations, partnering with Account Management and Finance to structure multi-year, multi-product agreements
- Drive adoption across Okendo’s full suite—Reviews, Loyalty, Referrals, Quizzes, and Surveys, so each merchant gets compounding value from a unified customer marketing platform
- Run quarterly executive business reviews with merchant leadership—connecting Okendo’s impact to revenue, AOV, LTV, repeat rate, and CAC efficiency
More about this role
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 maximising lifetime value.
Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 19,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.
As an Enterprise Customer Success Manager, you will own the long-term success of Okendo’s most strategic merchants—the high-growth Shopify brands that rely on us to power their reviews, loyalty, referrals, quizzes, and survey programs. You will be the trusted advisor and commercial partner for a focused book of enterprise accounts, accountable for net revenue retention, multi-product adoption, and measurable business outcomes. Partnering closely with Onboarding, Solutions Engineering, Account Management, Support, and Product, you will translate each merchant’s goals into a tailored success plan and surface expansion opportunities as their business scales. In a category...
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