This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re seeking a Customer Success Manager to join the Customer Success team at Order.co and own the post-sale & post-implementation experience for a growing portfolio of customers. This role is critical to ensuring customers realize ongoing value from the platform, deepen adoption over time, and view Order.co as a strategic partner in their purchasing and payments operations. Reporting to Customer Success leadership, the Customer Success Manager will manage the full customer lifecycle, from onboarding and adoption through retention and expansion, serving as a trusted advisor to Operations and Finance stakeholders across small, mid-market, and complex organizations. This role blends relationship management, consulting, and revenue ownership, with a strong emphasis on proactive engagement, churn mitigation, and net revenue retention. The ideal candidate is highly consultative, commercially minded, and energized by helping customers achieve tangible business outcomes. You’ll collaborate closely with Product, Operations, and Support teams to surface insights, resolve risks early, and continuously improve the customer experience. Above all, you’ll play a key role in driving long-term customer loyalty, growth, and advocacy as Order.co continues to scale. Responsibilities - Serve as the main point of contact for your assigned accounts, owning the full post-sale customer journey and building strong relationships with Operations and Finance professionals at small, medium, and large, complex organizations - Retain and grow a rapidly expanding book of business - Serve as the expert and go-to consultant for your accounts on purchasing and payments best practices - Dig deep to understand clients’ business goals and educate them how to leverage their Order subscription to meet these goals - Proactively increase our share of wallet with clients; meet aggressive revenue targets while simultaneously mitigating churn and building brand champions (NRR is the name of the game) - Collaborate with our Operations & Product team to translate customer feedback into improvements across our platform - Monitor your account’s Support ticket volume and escalate risk proactively - Work closely with Management to understand analytical trends for your Clients and areas of strategic opportunity Qualifications - You have 2+ years in an Account Management or Customer Success role, ideally in a B2B SaaS environment - You have consistently met and/or exceeded revenue and/or retention targets - You have experience managing client data within a CRM, and are familiar with highly consultative, short sales cycles. - You are exceptionally skilled at building strong business relationships. You can work equally well with end users and C-level decision-makers. - You are action-oriented, results driven, and able to work in a team environment - You are able to prioritize autonomously and ask for advice or help when necessary - You are an excellent and collaborative communicator across both written and verbal mediums - You are a self-aware, team-focused asset who can provide insight into process optimization Benefits - A competitive compensation package including base and uncapped variable components as well as stock options - The opportunity to grow quickly within the GTM organization - Employer-sponsored 401(k) - A deep knowledge and understanding of selling a SaaS B2B product in the purchasing and payment space - The opportunity to grow and perform in a fast-paced environment alongside a stellar team - Flexible time off and remote work policies - Robust medical, dental, vision, and wellness benefits - Generous leave policies and support for new and current parents

• Lead, coach, and develop a team of Customer Success Consultants (CSCs), including hiring, training, performance management, and fostering continuous development. • Optimize processes and drive efficiency by leveraging individual and team strengths, standardizing best practices, and maintaining onboarding/training resources. • Promote a culture of accountability and proactive ownership in customer support activities. • Collaborate with Sales and cross-functional partners to ensure effective teamwork and successful execution of Customer Success strategies. • Proactively assess business partner and customer needs, anticipating and removing friction from customer programs and processes. • Utilize data to identify trends, coach associates, resolve customer issues, and implement improvements. • Research and manage special projects or customer crises; participate in ad hoc initiatives as needed. • Oversee and resolve escalated customer issues in partnership with relevant stakeholders. • Drive adoption of tools and automation to enhance efficiency for both associates and customers. • Continuously seek feedback and implement scalable, self-serve, and automated solutions to improve service delivery.

• Participate in an intensive 60-day training program that covers various business functions, including Sales, Client Success, and workplace giving. • Work directly with clients, helping them maximize the benefits of our tools and solutions. • Assist in onboarding clients, resolving issues, and ensuring they are set up for success. • Learn and contribute to the overall sales and client success strategy of the company.

• Work in partnership with the Customer Success Manager to support special handling of customers, EOL and other administrative tasks • Act as a key support function to the Customer facing Customer Success Managers supporting them with administrative tasks • Provide administrative support in relation to tracking and retaining correct data in GTT systems like start of billing dates, contracts, inventory, pricing actions • Assist in responses to customer’s billing queries and support billing audits • Submit credit requests for goodwill scenarios • Assist with various requested reporting for inventory or contractual purpose • Assist dispute team/CSM to ensure timely resolution of dispute tickets • Assist the GTT Collection team to ensure payments are received to prevent service suspensions • Track and drive EOL activities from a sales and customer related perspective, follow up/communication, order progression • Follow up on customer cease orders to ensure cease reason is correct • Assist on queries related to service renewals • Provide administrative support to the Customer Success Manager in relation to any pricing, quotation, order entry queries, QBR reporting • Become extremely proficient regarding all GTT systems and processes that impact servicing the customer • Support data maintenance projects allowing accurate retention and renewals • Create and provide requested reports in support of CSM activity and customer meetings • Manage administrative order needs that a CSM would otherwise action • Support requests for EV Demos for new customer contacts