Customer Success Manager, Agency

About Orita 

Orita builds AI customer segments for many of the best brands in the world including (deep breath) Spanx, ThirdLove, True Classic, Tracksmith, Harney & Sons, Sun Bum, Ministry of Supply, Thursday Boots, gorjana, and hundreds more.

Orita’s algorithms help brands understand who wants to hear from them, when, and through what channel (email, SMS, direct mail today, more coming soon …). By messaging prospects and customers when they’re actually listening, you’re able to make a bunch of money.

In a world where acquisition costs are skyrocketing, fixing retention and driving LTV is the key to profitable growth.

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 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.

Orita partners very closely with agencies - over 80 right now, and growing. Their job is to build world-class strategy and creative for brands. Our job is to build world-class segments. The ultimate goal is to delight the end consumer, and in turn WOW the brand.

As our Customer Success Manager, focused on Agencies, you will:

• Manage a book of business of multiple agency portfolios, coordinating across agencies and our shared brand clients to deliver exceptional results

• Manage a portfolio comprised primarily of Mid-Market and Strategic brands

• Build our agency enablement to scale. We have a few hundred customers right now, the key to getting to a few thousand is better serving our agencies, embedding their feedback into our product and processes, and making them (very happy) super-users of Orita

• Serve our customers on a daily basis with activities like 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, collateral updates, and experiments surrounding how we serve our agencies and customers, whatever it may be (we’re a startup, our goals will change, get excited).

• Iterate, iterate, iterate!

Tl;dr, you’re WOW’ing our customers by optimizing the brand:agency:Orita experience.

About You

Please apply even if you don’t meet every requirement!

• You have worked at a retention marketing agency, and understand everything from strategy to execution within the Klaviyo platform

• You’re a builder, and have experience operationalizing work. You’ve owned new initiatives and helped your agency (or previous company) build in a more efficient and effective way

• You have at least 3 years of mid-market Customer Success or Account Management experience.

• You have 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.

• Experience with other email, SMS and direct mail platforms outside of Klaviyo too

Where you’ll work: Candidates must live in the U.S. or Canada. The role is mainly remote, ideally very close to NYC, Boston, Los Angeles, or the San Francisco Bay Area. 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:

Subject to change, but we’ll try to be very efficient

1. Questionnaire via email

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

3. Interviews 2-3 different teammates (ideally in a single meeting)

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.