Associate Customer Success Manager at Order.co in Remote

Summary: Order.co is the System of Action for the Office of the CFO, transforming the way businesses purchase and pay into an intuitive, B2C-like shopping experience. The Associate Customer Success Manager will manage a portfolio of SMB customers, focusing on driving retention and improving overall customer health through proactive outreach and data analysis. Responsibilities: - 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 Required 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 Required Skills: Customer Success, Account Management, Customer Support, Data Analysis, Customer Engagement, Curiosity, Solutions orientation Benefits: A competitive compensation package including base and variable as well as stock options, Employer-sponsored 401(k) including an employer match, Flexible time off and remote work policies, Robust medical, dental, vision, and wellness benefits, Generous leave policies and support for new and current parents