Full-Time

Vice President

Customer Success

Confirmed live in the last 24 hours

Ordergroove

Ordergroove

51-200 employees

Subscription management platform for e-commerce businesses

Consulting
Consumer Software

Senior, Expert

Remote in USA

Remote position available anywhere in the US.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Salesforce
Data Analysis

You match the following Ordergroove's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Proven experience leading a Customer Success organization at a high-growth B2B or B2B2C SaaS company (from $25M to $100M+ in revenue)
  • Ecommerce experience with subscription-first companies (e.g., Barkbox, Dollar Shave Club), including familiarity with platforms like Shopify, Salesforce, Magento, or BigCommerce
  • Expertise in customer operations, including setting KPIs, monitoring customer health, designing scalable processes, and driving high adoption
  • Deep understanding of customer use cases and product capabilities, with the ability to diagnose customer needs and translate them into actionable solutions
  • Strong understanding of market segmentation complexities, particularly with strategic mid-market and enterprise-level customers
  • Proven track record of building and scaling high-performance, global customer success teams, with expertise in recruiting, retaining, mentoring, and guiding world-class teams.
Responsibilities
  • Build, lead, and inspire a high-performing Customer Success team focused on delivering exceptional customer outcomes.
  • Develop and implement training programs, career development initiatives, and performance management strategies to support continuous growth and high performance.
  • Foster a customer-centric culture across the organization, ensuring passion for customer advocacy at every level.
  • Own and manage the entire customer lifecycle from onboarding to renewal, ensuring customers receive maximum value from our solutions.
  • Implement scalable processes and best practices for managing customer health, ensuring continuous engagement and satisfaction with our products.
  • Spearhead efforts to reduce churn, drive renewals, and identify upsell and cross-sell opportunities.
  • Build strong, long-term relationships with key customer stakeholders, understanding their business objectives and roadblocks.
  • Act as a trusted advisor, helping customers optimize their use of our solutions to achieve their specific goals.
  • Collaborate with the executive team to address customer needs and resolve complex issues.
  • Partner with Sales and Marketing to ensure alignment on customer needs, messaging, and growth opportunities.
  • Work closely with Solutions teams to ensure customers' technical satisfaction.
  • Advocate for customer-driven features with Product and Engineering based on feedback and data.
  • Use data-driven insights to inform product roadmaps and enhance the customer experience.
  • Establish and track key performance indicators (KPIs) for customer success, including customer health scores, NPS, renewal rates, and customer satisfaction.
  • Leverage customer data and analytics to drive decision-making, identify trends, and optimize the customer journey.
  • Create and maintain reports and dashboards to communicate key customer success metrics to senior leadership.

Ordergroove helps businesses turn one-time purchases into ongoing customer relationships through subscription services. It operates in the e-commerce sector, focusing on brands that want to create steady revenue through subscriptions. The company provides a subscription management platform that allows merchants to easily set up and manage their subscription programs, which helps increase recurring revenue and customer loyalty. Ordergroove differentiates itself by offering personalized incentives to encourage customer sign-ups and retention, along with strategic consulting to enhance customer engagement. The goal of Ordergroove is to improve the customer experience and drive business results for its clients.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$134.2M

Headquarters

New York City, New York

Founded

2010

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Ordergroove's UK expansion taps into a growing market for subscription-based revenue.
  • Partnership with commercetools enhances platform flexibility and integration capabilities.
  • Ordergroove's collaboration with Shopify Plus supports scalable and innovative subscription solutions.

What critics are saying

  • Increased competition from emerging subscription platforms may threaten market share.
  • UK expansion poses risks related to regulatory compliance and market adaptation.
  • Dependency on large clients like Dollar Shave Club could pose financial risks.

What makes Ordergroove unique

  • Ordergroove offers a comprehensive subscription management platform for retailers and DTC brands.
  • The platform supports omnichannel experiences, including SMS and voice commerce channels.
  • Ordergroove's Bundles Suite provides flexible subscription options like Fixed Kits and Rotating Clubs.

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Benefits

Remote Work Options

Unlimited Paid Time Off

Professional Development Budget

Stock Options