Full-Time

Vice President

Customer Success

Posted on 1/10/2025

Ordergroove

Ordergroove

51-200 employees

Subscription management platform for e-commerce businesses

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
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 sales 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. This platform helps businesses boost their recurring revenue and enhance customer loyalty by offering personalized incentives for customer enrollment and retention. Unlike many competitors, Ordergroove emphasizes strategic consulting, helping merchants find effective ways to engage with their customers. The goal of Ordergroove is to improve the customer experience and drive better results for its clients.

Company Size

51-200

Company Stage

Growth Equity (Venture Capital)

Total Funding

$134.2M

Headquarters

New York City, New York

Founded

2010

Simplify Jobs

Simplify's Take

What believers are saying

  • Ordergroove's UK expansion taps into a growing market for subscription-based revenue.
  • The Bundles Suite significantly boosts customer lifetime value, as seen with Freshpet's 56% increase.
  • Partnerships with commercetools and Shopify Plus enhance platform scalability and innovation.

What critics are saying

  • Emerging competitors offering similar features at lower costs threaten Ordergroove's market share.
  • Rapid UK expansion may strain resources, impacting service quality.
  • Dependence on key clients like Dollar Shave Club poses a risk if they switch platforms.

What makes Ordergroove unique

  • Ordergroove's AI-enabled platform transforms one-time transactions into recurring revenue streams.
  • The platform is omnichannel ready, supporting POS in 100+ eCommerce sites and 5,000 stores.
  • Ordergroove offers flexible subscription bundles, enhancing customer personalization and engagement.

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Benefits

Remote Work Options

Unlimited Paid Time Off

Professional Development Budget

Stock Options

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

-2%
Business Wire
Mar 4th, 2025
Ordergroove Powers ByHeart's Subscription Expansion, Driving 24% Growth in Customer Lifetime Value in Three Months

"We're honored that ByHeart has chosen Ordergroove to power their next wave of growth as they solidify their market leadership with innovation and true partnership to parents."

Business Wire
May 16th, 2024
E-Commerce Subscription Platform, Ordergroove, Announces Strategic Expansion To The Uk, Driving Recurring Revenue For British Retailers, Including Hotel Chocolat, Halfords And Lily’S Kitchen

NEW YORK LONDON--(BUSINESS WIRE)--Ordergroove, the leading subscription technology platform for brands and retailers, today announced its strategic expansion into the United Kingdom to accelerate recurring revenue for e-commerce brands and retailers. As a growing number of UK brands are prioritizing profitable, predictable revenue growth, subscriptions have become increasingly popular. Ordergroove offers the premiere solution to help British consumers conveniently receive their favorite products while helping retailers maximize customer lifetime value and grow a reliable revenue stream. Leading UK brands including Halfords, Hotel Chocolat and Lily’s Kitchen have been long-standing Ordergroove customers that have seen consistent growth, thanks to Ordergroove’s flexible technology and subscription expertise. In recent months, Ordergroove has seen an influx in interest from British retailers looking to revamp their subscriber experiences, driving the technology provider to officially expand into the UK. Numerous brands including Molton Brown, Untamed, Philip Kingsley, YuMove, Augustinus Bader and FlowerBX are now set to launch new and improved subscriber experiences, while accelerating speed to market and streamlining operations

AiThority
Feb 21st, 2024
Ordergroove Unveils Bundles Suite, Providing Brands with Limitless Ways to Delight Subscribers and Grow Recurring Revenue

Ordergroove, the leader in subscriptions for established retailers and direct-to-consumer brands, is proud to introduce Ordergroove Bundles Suite.

PYMNTS
Feb 21st, 2024
Ordergroove Launches Subscription Bundle Suite To Offer Flexibility

Subscription solutions company Ordergroove is introducing the Ordergroove Bundles Suite, which allows merchants to be more flexible in catering to diverse subscriber preferences.Through a suite of application programming interfaces (APIs), retailers can provide their customers with high-value subscription bundle experiences, including Fixed Kits, Build Your Own Bundle and Rotating Clubs, the company said in a Wednesday (Feb. 21) news release.Ordergroove noted that it serves retailers such as Freshpet, Hotel Chocolat, The Honest Company and Good Ranchers, which have recorded growth in customer lifetime value and recurring revenue because of the subscription bundle offerings.“The ability to give a pet parent a bundle of the optimal recipes for their pets’ sensitivities and health goals is critical to our Freshpet Custom Meals proposition,” Jessica Sobel, vice president of strategic growth initiatives at Freshpet, said in the release. “Ordergroove Bundles Suite enables us to offer that solution to a pet parent and also offers the pet parent the flexibility to change their bundle, which creates the best personalized experience for our subscribers.”Good Ranchers Chief Operating Officer Jermain Gil said the company saw a 56% increase in customer lifetime value after implementing Ordergroove Bundles Suite.Last week, Ordergroove announced a partnership with composable commerce firm commercetools to promote flexible subscriptions.The collaboration allows brands and retailers to glean recurring revenue while helping commercetools customers thrive in retail and eCommerce space, PYMNTS reported Feb. 14.Merchants on commercetools can offer customers flexible subscription models including single product subscriptions, bundles, boxes and clubs, according to the report.However, partnerships and bundles may not be enough to foster loyalty among subscribers.The subscription merchants who do best stand out in the crowd thanks to superior customer support and flexible subscription management, PYMNTS Intelligence has found.According to “The Retail Subscription Features That Make Top-Performing Merchants,” a PYMNTS Intelligence and sticky.io collaboration, customer support and subscription flexibility are key to winning consumers over in a crowded subscription market.Sixty-seven percent of these merchants offer live help to their user base, and 100% offer features to pause or skip the service, significantly higher rates than their bottom-performing counterparts, PYMNTS Intelligence found. These features are crucial to addressing subscribers’ expectations for support and control over their subscription experiences

Business Wire
Feb 21st, 2024
Ordergroove Unveils Bundles Suite, Providing Brands With Limitless Ways To Delight Subscribers And Grow Recurring Revenue

NEW YORK--(BUSINESS WIRE)--Ordergroove, the leader in subscriptions for established retailers and direct-to-consumer brands, is proud to introduce Ordergroove Bundles Suite. Leveraging over a decade of expertise in helping brands and retailers develop bundle programs through its flexible data model, Ordergroove has now launched the most powerful and comprehensive subscription bundles experience on the market. Through a productized suite of APIs, merchants can now deliver high-value experiences like subscription bundle experiences, including Fixed Kits, Build Your Own Bundle and Rotating Clubs–including Surprise Delight Clubs and Planned Series Clubs. This comprehensive suite empowers merchants with unparalleled flexibility, enabling them to cater to diverse subscriber preferences with ease. “The ability to give a pet parent a bundle of the optimal recipes for their pets' sensitivities and health goals is critical to our Freshpet Custom Meals proposition. Ordergroove Bundles Suite enables us to offer that solution to a pet parent and also offers the pet parent the flexibility to change their bundle, which creates the best personalized experience for our subscribers,” said Jessica Sobel, VP Strategic Growth Initiatives, Freshpet

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