Customer Success Manager

About Order.co

Order.co is a B2B Ecommerce Platform that simplifies purchasing. Our strength has always been our unique edge: transforming how businesses connect with vendors through our marketplace. We're not just improving workflows—we're redefining how procurement, operations, accounting, and payments come together to drive efficiency and innovation. Every step – requisition, approval, payment, and reconciliation – is curated and automated to make purchasing across all your vendors, locations and teams as easy as purchasing for your personal lives.

Founded in 2016 and headquartered in New York City, Order.co oversees nearly half a billion dollars in annualized spend across hundreds of customers like WeWork, SoulCycle, and Lume. Order.co has raised $70M+ in funding from industry-leading investors like MIT, Stage 2 Capital, Rally Ventures, 645 Ventures, and more. Order.co has been proudly named as a 50 to Watch by Spend Matters and a Best Place to Work by BuiltIn and Inc. Magazine.

The Role: Customer Success Manager

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.

What You’ll Receive

• 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.
• The 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.

Key skills/competency

• Customer Success Management
• Account Management
• Net Revenue Retention (NRR)
• B2B SaaS
• Relationship Management
• Procurement Operations
• Payment Solutions
• Client Consulting
• Cross-functional Collaboration
• CRM Software