Order.co

Customer Success Manager

• Serve as the main point of contact for assigned accounts, owning the full post-sale customer journey
• Build 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 on purchasing and payments best practices
• Understand clients’ business goals and educate them on leveraging their Order subscription to meet those goals
• Increase share of wallet, meet aggressive revenue targets, mitigate churn, and build brand champions
• Collaborate with Operations and Product teams to translate customer feedback into platform improvements
• Monitor account Support ticket volume and proactively escalate risk
• Work with Management to understand analytical trends for clients and identify strategic opportunities

Software Engineer

• Create executive-ready narratives connecting Product, Engineering, and Data investments, delivery, and operational performance to customer and business outcomes
• Own recurring executive updates, company communications, and board-level inputs
• Surface material changes, trade-offs, risks, and decisions with concise context and recommendations
• Translate strategy into measurable outcomes, objectives, key results, and operating KPIs
• Develop balanced views of customer and business impact, delivery effectiveness, quality, reliability, security, efficiency, and organizational health
• Design and operate annual, quarterly, and ongoing portfolio-planning cadences
• Maintain portfolio views covering outcomes, initiatives, ownership, dependencies, milestones, capacity, and risk
• Facilitate prioritization and sequencing decisions
• Define and improve the software delivery lifecycle from discovery through release, adoption, measurement, and learning
• Establish operating reviews focused on outcomes, delivery confidence, quality, reliability, customer impact, constraints, risks, and decisions
• Build capacity models connecting portfolio demand with teams, skills, hiring plans, external partners, and operational obligations
• Partner with Finance, Product, and Engineering on headcount planning, allocation trade-offs, capability gaps, and investment choices
• Establish systems for identifying, escalating, resolving, and tracking cross-functional risks, dependencies, and decisions
• Serve as a trusted operating partner to the CTO, Engineering leadership, Product leadership, and Engineering Leadership Team
• Strengthen cross-functional relationships, ownership, and accountability

Customer Success Manager

Director, Engineering Operations