Customer Success Manager

About Orita 

Direct-to-consumer brands pay us, in order to market less. 

Well, technically, they pay us to market more effectively. And, strangely (!), that often means marketing a lot less.

How? We use a lot of math and a lot of machine learning to decide which people on their subscriber lists actually want to hear from them right now.

When you do this, two things happen. Brands save a ton of money. And their deliverability improves, which means they make more money because their emails land in inboxes, not in spam. Cool.

But when a marketer, or business owner is passionate about their customers and getting their message across, it’s hard to let go and to trust your customer list and email sending to someone else, especially a bunch of equations and computers. Luckily at Orita, it’s our goal to make sure our customers know we have their backs, and go above and beyond to earn their trust. 

That’s where you come in. Your forte is building relationships and fostering trust. You love keeping things fresh and exciting, being proactive and putting our customers first. You’re the type of person who remembers everyone’s name at a dinner party as soon as you meet them. You move fast, carefully, and own your work. 

As a Customer Success Manager, you will

• Develop and maintain strong relationships with Orita’s customers; you’ll represent us with business owners, email marketing experts and more.

• Own and influence the customer journey in its entirety from implementation to renewal, and all the support in between.

• Serving as the voice of the customer internally for our Product org and managing feedback loops 

• Work closely with our sales and partnerships organizations to ensure customer experiences and transitions are seamless 

• Act as the primary point of contact for all customer-related activities, including onboarding, weekly data updates and support. 

• Monitor and analyze performance metrics, creating and providing reports to customers 

• Create and carry-out Quarterly Business Reviews for customers, sharing progress, collecting feedback and identifying gaps

• Identify upsell, cross-sell and expansion opportunities.

• Influence the inevitable iterations and re-dos and experiments surrounding how we serve our customers, whatever it may be (we’re a startup, our goals will change, get excited)

• Help collect, manage and influence important metrics like CSAT and NPS

• Iterate, iterate, iterate

About You

Please apply even if you don’t meet every requirement

• At least 3 years of mid-market customer success or account management experience

• Strong organization skills, and ability to manage a high volume of customers..

• Ability to navigate through ambiguity. You know where we need to go, but recognize it won’t always be a straight path to get there.

• Analytical mindset. You’ll manipulate and analyze data to clearly identify performance, where we are succeeding and what red flags we need to resolve

• Experience collaborating cross-functionally with business partners. You work well with others and can drive initiatives forward.

• Ability to learn fast - especially if you don’t have direct ecommerce experience

• Entrepreneurial mindset and ability to work in a fast-paced environment. Ability to see the next question before answering the one that was asked and be proactive with resources and information to get customers what they need to be successful.

Bonus points for experience in the following:

• Ecommerce tech, customer success

• Experience managing a CRM, (Hubspot) which will help you understand our customers and product faster

• Experience operating at a startup-level organization, with the ability and willingness to quickly pivot and expand on opportunities as they arise

Where you’ll work: Mainly remote, ideally very close to NYC, Atlanta or San Francisco Bay Area. We’re building nodes by these places, but please feel free to apply even if that isn’t your current locale. Just know that our entire team is expected to come together at least a few times per year

Orita Offers:

Orita offers an array of benefits, including competitive salaries, healthcare, 401K, equity in a fast-growing startup, and a flexible PTO policy.

Orita is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation, or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. 

The base salary range for this full-time position is $100,000-$140,000 + equity + benefits (healthcare, 401K, etc.). Within the range, individual pay is determined by multiple factors, including job-related skills, experience, and relevant education or training.

Orita is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation, or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.

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