Associate Customer Success Manager

Order.co is the System of Action for the Office of the CFO, transforming the way businesses purchase and pay. The Associate Customer Success Manager will manage a portfolio of SMB customers, focusing on driving retention and improving overall customer health.

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

Requirements:

• 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