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 health
• Execute high-quality, repeatable outreach and save motions to proactively address risks and prevent churn
• Monitor account health signals (usage, spend patterns, support trends) to identify and resolve issues early
• Conduct regular book reviews and data analysis to prioritize at-risk accounts and take action
• Partner with customers via email, calls, and virtual touchpoints to remove blockers and ensure continued success with Order.co
• Act as a trusted guide on day-to-day platform usage, helping customers get consistent value from Order.co
• Collaborate closely with Support, Product, and senior CSMs to escalate and resolve customer issues quickly
• Capture and share customer feedback to help improve product experience and reduce recurring friction points
• Support 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 business
• Strong performance against retention and churn reduction goals
• Consistent execution of proactive outreach and save motions
• Improved 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 role
• Strong organizational skills with the ability to manage a high volume of accounts and tasks simultaneously
• Comfortable working with data to identify trends, risks, and opportunities
• Excellent communication skills across email, phone, and virtual interactions
• Highly proactive → you don’t wait for problems to surface; you go find them
• Strong sense of ownership and follow-through → you close the loop and get things done
• Curious and solutions-oriented →you dig into problems and find ways to resolve them
• Team-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 options
• The opportunity to grow within the overall Customer Success organization
• Employer-sponsored 401(k) including an employer match
• The opportunity to develop 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.