Customer Success Manager
About the job
- 3-6+ years of customer management or vendor management experience, ideally including experience in SaaS retail technology or marketing technology.
- Experience project managing complex initiatives and campaigns from inception to launch, evaluation, and optimization.
- Ability to communicate with executives, distill complex data into clear narratives, navigate difficult conversations confidently, and deliver presentations effectively.
- Experience in web-based business or the retail industry, including e-commerce on major platforms such as Shopify, Salesforce, BigCommerce, and Magento.
- Prior experience working for or with agencies in the digital space.
- Ability to manage competing priorities in a fast-paced environment.
- Advanced skills in Google Suite.
- Bachelor of Science or Bachelor of Arts degree.
- Develop a deep understanding of customers’ businesses, objectives, success criteria, and short- and long-term goals for relationship commerce programs.
- Own the health and results of a customer portfolio by anticipating blockers, driving action across internal and external stakeholders, and remaining accountable for outcomes.
- Understand customers’ organizational landscapes, identify key stakeholders, and build relationships with client operating partners.
- Anticipate customer needs, identify activities needed to drive results, recognize interdependencies, and develop and manage project plans for timely, high-quality customer programs and service.
- Educate customers on best practices and advise on strategies and tactics to improve relationship commerce program key performance indicators and business objectives.
- Conduct comprehensive business reviews, demonstrate understanding of subscription program goals and results, and provide data-backed recommendations to maximize results.
- Use scalable tools for asynchronous customer engagement and lead effective dynamic customer meetings, remotely and occasionally on-site.
- Participate in and provide guidance for innovative cross-functional customer projects.
- Support internal team members and share best practices to help achieve Customer Success team goals.
- Experience working in SaaS retail technology or marketing technology.
- Experience with e-commerce platforms such as Shopify, Salesforce, BigCommerce, and Magento.
- Prior experience working for or with agencies in the digital space.
About the company
Ordergroove provides a subscription management platform for e-commerce brands to turn one-time purchases into recurring revenue streams. The platform helps merchants set up, manage, and optimize subscription programs, with flexible, personalized incentives to boost enrollment and retention. The business model charges setup fees, monthly subscription fees, and potentially a share of subscription revenue, with additional consulting services to help merchants grow relationships with customers. Distinguishing factors include a decade of subscription expertise, a relationship-centric approach to commerce, and capabilities like Adobe Commerce integration to tailor offerings. The company aims to elevate the customer experience and drive sustainable recurring revenue for its clients.
Company Size
51-200
Company Stage
Growth Equity (Venture Capital)
Total Funding
$141M
Headquarters
New York City, New York
Founded
2010
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Simplify's Take
What believers are saying
- June 2026 Autonomous Subscriptions and MCP server deepen Ordergroove's AI workflow moat.
- Keurig migrated May 2026 from homegrown subscriptions, freeing engineering capacity for growth.
- goop Beauty and JustFoodForDogs selected Ordergroove in 2026, signaling demand for upgrades.
What critics are saying
- MeUndies sued Ordergroove in 2023 over an unusable app; litigation still damages trust.
- Recharge bought Skio for $105 million in April 2026, tightening enterprise subscription competition.
- Shopify and native subscription tooling keep commoditizing basics, threatening Ordergroove's premium pricing.
What makes Ordergroove unique
- Ordergroove powers enterprise subscriptions across Shopify, retail POS, SMS, voice, and headless storefronts.
- Autonomous Subscriptions uses AI agents for payments, churn, and analytics with human approvals.
- L'Oréal, PetSmart, Keurig, and goop validate its enterprise relationship-commerce positioning.
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Benefits
Remote Work Options
Unlimited Paid Time Off
Professional Development Budget
Stock Options
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 2%2 year growth
↑ 1%goop Beauty to upgrade customer experience with Ordergroove's Autonomous subscription platform. The prestige beauty line is upgrading from native subscription tooling to Ordergroove, adding AI-powered autonomous technology, omnichannel reach, and self-serve analytics to give subscribers a more personal, ever-improving experience. September 02, 2026 10:30 ET | Source: Ordergroove NEW YORK, Sept. 02, 2026 (GLOBE NEWSWIRE) - goop, the lifestyle and wellness company founded by Gwyneth Paltrow, has chosen Ordergroove to power goop Beauty subscriptions, moving to a headless enterprise platform that gives goop the ability to test, learn, and grow customer lifetime value and recurring revenue faster through better, more valuable subscriber experiences. "With Ordergroove, we can keep improving that experience at the pace our customers expect and extend it across every way they shop with us." With Ordergroove's Autonomous Subscriptions, goop can test a change against its current experience, keep what works, and compound the wins over time. As each approved test becomes a new learning, the results build on one another, so the experience keeps improving instead of starting from scratch with every optimization cycle. That same foundation gives goop's team a direct, real-time view of subscriber behavior; what used to take a manual export is now data they can act on themselves. goop can now build the kind of subscriber experience its previous setup couldn't support, including prepaid subscriptions, tailored incentives for its most loyal subscribers, and upsell and cross-sell built directly into the storefront. Day-to-day control still sits with the subscriber: skipping, swapping, adjusting quantities, or choosing a ship date is now the starting point for goop subscriptions, not the limit of what it can offer. goop's subscribers will also be able to earn rewards, unlock tailored incentives, and see their most-loyal status automatically reflected as they subscribe, skip, or swap, further expanding customer lifetime value, thanks to Ordergroove and its loyalty provider, Bubblehouse. The migration also gives goop the flexibility to deliver future subscriber experiences across web, mobile, and retail, expanding its channel strategy beyond online direct-to-consumer alone. "goop was built on the belief that living well is worth investing in, and subscriptions are how we make that easier for our customers every day," said Erica Imbrecht, VP of Marketing at goop. "With Ordergroove, we can keep improving that experience at the pace our customers expect and extend it across every way they shop with us." "goop set the standard for modern prestige beauty, and they're holding subscriptions to that same bar - personal, considered, and always improving," said Greg Alvo, CEO and Founder of Ordergroove. "With Autonomous Subscriptions, every test goop runs builds on the last one. Over time, that adds up to a better experience for their customers and real, durable growth for the business. We're excited to see what that momentum unlocks next." goop joins a network of leading enterprise brands building on Ordergroove, giving its team access to shared learnings and optimization patterns, along with a platform trained on the largest subscription data set in enterprise commerce, to evolve the subscriber experience faster. About Ordergroove Ordergroove is the enterprise standard for subscriptions and recurring revenue in the autonomous commerce era. Agent-friendly by architecture and trained on the largest subscription data set in enterprise commerce, Ordergroove powers the world's most iconic brands, including L'Oréal, PetSmart, Keurig, Manscaped, Liquid I.V., Mattel, and Fiji Water. Across every channel, from storefront to retail to the next AI interface, Ordergroove turns one-time buyers into lasting relationships. Learn more at ordergroove.com. About goop goop is a lifestyle platform dedicated to exploration, curation, and groundbreaking conversation. From its award-winning beauty and fashion lines to its expansive editorial lens, goop invites women to embrace the process of becoming, and to discover deep joy in the pursuit of pleasure, beauty, and growth in all phases of life. Gwyneth Paltrow began goop in the fall of 2008 as a weekly newsletter. It has expanded into a beauty, fashion, and food business that's also known for its products, curation, podcast, TV shows, live events, and retail stores.
Ordergroove has launched Autonomous Subscriptions, a suite of AI agents designed to help enterprise brands optimise recurring revenue. The release introduces three AI agents: a Payment Agent that surfaces and scales retry strategies through A/B testing, a Retention Agent that detects churn signals and builds workflows to address them, and an Analytics Agent that identifies opportunities in subscriber data. The platform allows operators to review, approve and scale AI-recommended improvements whilst maintaining control. The Summer Groove release also includes an Ordergroove MCP server built on the Model Context Protocol, enabling brands to connect subscription data to AI tools like Claude and ChatGPT. Ordergroove powers subscriptions for major brands including L'Oréal, PetSmart and Keurig, using headless architecture designed for agent-to-agent communication across channels.
Keurig selects Ordergroove to migrate enterprise subscription business from Homegrown. The Fortune 500 CPG leader will modernize its custom-built subscription program with Ordergroove's enterprise infrastructure to support recurring revenue across every channel May 14, 2026 May 15, 2026 May 14, 2026 Share your coffee stories with Comunicaffe International by writing to [email protected]. NEW YORK, USA - Ordergroove, the enterprise standard for subscription and membership experiences, announced that Keurig has selected Ordergroove as its strategic subscription partner to power its recurring revenue business across multiple channels. The Fortune 500 brand will migrate its subscription business from an in-house system as it modernizes its commerce infrastructure on Shopify. Keurig operates one of the largest and most sophisticated coffee subscription businesses in eCommerce. Its ecosystem spans brewers, coffee replenishment and adjacent categories, accessories, bundles, IoT-connected devices, and direct customer relationships. Supporting that scale requires subscription infrastructure that can evolve across channels without adding the cost and complexity of maintaining in-house systems. "We want every customer interaction to feel simple, rewarding, and connected to the way people actually buy," said Mark Gerner, VP of Direct to Consumer at Keurig. "With Ordergroove, we can move faster from insight to action to keep innovating and deliver more long-term value to the customers who rely on Keurig every day." From in-house systems to enterprise flexibility and velocity. For years, Keurig operated its subscriptions on a custom, in-house solution, giving the business control as it scaled. But at enterprise scale, the question shifts from whether a brand can maintain its own subscription infrastructure to where its teams can drive the most growth through subscriber experiences that deliver long-term value. By migrating to Ordergroove, Keurig can redirect internal engineering capacity from maintaining the core subscription systems to testing, learning and launching new subscriber experiences faster. That speed matters because every subscriber improvement compounds, strengthening customer loyalty, expanding recurring revenue and creating more valuable relationships over time. "Keurig has built one of the most iconic brands in beverage by making everyday rituals easier for millions of people, and their subscription business is part of how that promise shows up at home," said Greg Alvo, CEO and founder of Ordergroove. "About 80% of the enterprise brands we work with built their subscription systems in-house first. What comes next is giving teams the ability to move faster, test new ideas, and turn what they learn into better customer experiences and faster growth. We're proud to support Keurig as they bring that next phase of subscription innovation to life." Keurig selected Ordergroove in part because its platform is shaped by a network of leading enterprise subscription brands, giving Keurig access to shared learnings and optimization patterns that can help its teams evolve subscriber experiences faster, improve retention, and turn those improvements into recurring revenue growth. Few subscription businesses operate across the breadth of program types that Keurig requires. Ordergroove's flexible, enterprise-grade architecture will allow Keurig to launch and scale multiple subscriber experiences from a single platform, including: * Starter Kits that pair brewer purchases with ongoing beverage replenishment through Auto-Delivery commitments. * Dynamic bundles that let consumers personalize the products and quantities in their recurring orders to support higher AOV and retention. * IoT-Driven Experiences that link Keurig's SMART machines directly to recurring orders, enabling automated replenishment based on customer usage. Together, these capabilities form the foundation of a next-generation subscription experience built around how customers engage with the brand rather than the limits of an in-house system. Keurig's migration reflects a broader shift underway across enterprise commerce: the brands operating at the largest scale are increasingly choosing to build on top of a subscription platform rather than maintain one themselves.
Ordergroove launches Frontier: ai-powered Relationship Commerce.
Ordergroove, a leader in subscription solutions for major brands and retailers, has introduced Ordergroove Experiments, a new platform that integrates flexible promotions with A/B testing.