Associate Customer Success Manager

Order.co is the System of Action for the Office of the CFO, transforming the way businesses purchase and pay into an intuitive, B2C-like shopping experience. Order.co leverages embedded AI agents and embedded financial products to reinvent the way businesses connect with their vendors.  End users enjoy a seamless, zero-training buying experience, while finance and procurement leaders gain a single platform to orchestrate how the business “should operate”. The result is an all-in-one solution that serves as a gravitational pull for spend and data, automating and eliminating procurement and finance workflows from requisition to reconciliation along the way. Order.co is on the cutting edge of B2B Agentic Commerce, poised to be the market leader in creating a more predictive, prescriptive, and personalized experience for users.  Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion in annualized spend across hundreds of customers like WeWork, SoulCycle, Lume, and High-Level Health. Order.co has raised $75M in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine. What will you be doing? Manage a large portfolio of SMB customers, focused on driving retention and improving overall customer healthExecute high-quality, repeatable outreach and save motions to proactively address risks and prevent churnMonitor account health signals (usage, spend patterns, support trends) to identify and resolve issues earlyConduct regular book reviews and data analysis to prioritize at-risk accounts and take actionPartner with customers via email, calls, and virtual touchpoints to remove blockers and ensure continued success with Order.coAct as a trusted guide on day-to-day platform usage, helping customers get consistent value from Order.coCollaborate closely with Support, Product, and senior CSMs to escalate and resolve customer issues quicklyCapture and share customer feedback to help improve product experience and reduce recurring friction pointsSupport broader Customer Success initiatives aimed at improving cohort health, retention, and TPV attainment What does success look like? Reduction in customer health flags across your book of businessStrong performance against retention and churn reduction goalsConsistent execution of proactive outreach and save motionsImproved customer engagement and product adoption trends across your accounts Qualifications 1–3 years of experience in Customer Success, Account Management, Support, or a similar customer-facing roleStrong organizational skills with the ability to manage a high volume of accounts and tasks simultaneouslyComfortable working with data to identify trends, risks, and opportunitiesExcellent communication skills across email, phone, and virtual interactionsHighly proactive → you don’t wait for problems to surface; you go find themStrong sense of ownership and follow-through → you close the loop and get things doneCurious and solutions-oriented →you dig into problems and find ways to resolve themTeam-oriented, with a willingness to collaborate and escalate when needed to unblock customers  What You’ll Receive: A competitive compensation package including base and variable as well as stock optionsThe opportunity to grow within the overall Customer Success organizationEmployer-sponsored 401(k) including an employer matchThe opportunity to develop and perform in a fast-paced environment alongside a stellar teamFlexible time off and remote work policiesRobust medical, dental, vision, and wellness benefitsGenerous leave policies and support for new and current parentsThe anticipated annual salary range for this role is $80,000-$100,000 OTE. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills. Locations: Manhattan, NY