# Customer Success Manager (Based in New York City) at Okendo

- Company: Okendo
- What the company does: 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.
- Company website: https://www.okendo.io/
- Type: Startups
- Level: Senior
- Location: New York
- Work setup: Remote
- Pay: $90K to $150K base salary per year (USD)
- Posted: 2026-09-16
- Apply by: 2026-10-31
- Apply: https://jobs.lever.co/okendo/fbd5d443-1875-4d16-be56-eb7b56672575
- Page: https://www.1752.vc/careers/jobs/okendo-customer-success-manager-based-in-new-york-city/

## 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

Tags: ENT Success