Associate Customer Success Manager

Order.co

Manage a portfolio of SMB customers at Order.co, driving retention and engagement through proactive outreach and relationship management. Collaborate with cross-functional teams to ensure success and improve customer experience.

Posted 5/27/2026full-timeRemote • New York • 🇺🇸 United StatesJuniorMid-Level💰 $80,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

A competitive compensation package including base and variable as well as stock options
The opportunity to grow within the overall Customer Success organization
Employer-sponsored 401(k) including an employer match
The opportunity to develop 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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

organizational skillscommunication skillsproactiveownershipfollow-throughcurioussolutions-orientedteam-orientedcollaborationescalation