Mid-Market 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 (hello inbox, goodbye spam filter!).

Fewer messages sent + higher chance they will be seen = ROI goes way up.

Sounds simple, right? Well, it’s not. You try getting marketers to be less market-y. It’s way easier to “play it safe” and email everyone all the time. Our math has to be that good. And it is.

For marketers or business owners passionate about their customers and messaging, it can be tough to let go and trust something as personal as their customer list and email sending to a bunch of algorithms and machines. 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 being proactive and putting 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 our Mid-Market Customer Success Manager you will: 

• Develop and maintain strong relationships with Orita’s customers; you’ll own the relationship with business owners, email marketing experts, agency partners, and more.

• Manage of book of business of DTC ecommerce brands + email marketing agencies

• Your responsibilities include: onboarding new clients, establishing a success plan based on client goals, increasing revenue through product expansion, and negotiating contracts

• Work closely with our Sales and Partnerships organizations to ensure customer experiences and transitions are seamless. 

• Act as a strategic advisor to clients looking to improve or optimize their marketing channels through email, SMS, and Direct Mail campaigns

• Become a product expert, and work closely with our product teams to create feedback loops from clients that impact product roadmap

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

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

• 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.

• Direct experience managing a book of business involving renewals and revenue expansion. You have met or exceeded quota and additional performance metrics. 

• You have strong organization skills, and the proven ability to manage a high volume of customers.

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

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

• You have experience collaborating cross-functionally with business partners. You work well with others to drive initiatives forward.

• You learn fast - especially if you don’t have direct e-commerce experience.

Bonus points for experience in the following:

• Ecommerce or MarTech experience - specifically within a customer success organization.

• 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: Candidates must live in the U.S. or Canada. The role is mainly remote, ideally very close to NYC, Toronto, or the 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.

Interview Process:

1. Questionnaire via email 

2. Screening interview with Hiring Manager (Director of Customer Success) 

3. Interview with Principal Client Strategist 

4. Final round with Director of CS & CEO 

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.