What are the responsibilities and job description for the Manager, Client Success position at OrderMyGear?
Team OMG
OrderMyGear (OMG) is the market-leading technology for promotional product distributors, apparel decorators, team dealers, and suppliers to sell branded merchandise across channels. OMG continues to push boundaries, shaping the future of group online commerce. We approach challenges as opportunities and continue building a Team of OMG'ers who work hard, welcome change, and live out our Magic.
So come join us at OMG! You can play a pivotal role in this rapidly changing industry as we scale our platform and improve the eCommerce experience for our clients and their customers.
Our Magic
TEAM IS EVERYTHING
We Invest in Each Other
We Create Solutions
We Enjoy the Ride
EMBRACE IT. OWN IT. ALL IN.
Client Success @ OMG
As Manager of the Client Success team, you will lead a team focused on client retention, expansion, and overall satisfaction. This role is responsible for building long-term relationships with clients, identifying opportunities for growth, and ensuring clients realize maximum value from our products and services. You will drive key initiatives to reduce churn, increase customer engagement, and foster a culture of proactive customer success across the team.
Day in the Life
Must Haves
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training
Benefits
A Few of the Perks
OrderMyGear (OMG) is the market-leading technology for promotional product distributors, apparel decorators, team dealers, and suppliers to sell branded merchandise across channels. OMG continues to push boundaries, shaping the future of group online commerce. We approach challenges as opportunities and continue building a Team of OMG'ers who work hard, welcome change, and live out our Magic.
So come join us at OMG! You can play a pivotal role in this rapidly changing industry as we scale our platform and improve the eCommerce experience for our clients and their customers.
Our Magic
TEAM IS EVERYTHING
We Invest in Each Other
We Create Solutions
We Enjoy the Ride
EMBRACE IT. OWN IT. ALL IN.
Client Success @ OMG
As Manager of the Client Success team, you will lead a team focused on client retention, expansion, and overall satisfaction. This role is responsible for building long-term relationships with clients, identifying opportunities for growth, and ensuring clients realize maximum value from our products and services. You will drive key initiatives to reduce churn, increase customer engagement, and foster a culture of proactive customer success across the team.
Day in the Life
- Implement strategies to reduce client turnover, enhance satisfaction, and encourage client retention and growth. Identify and develop initiatives to increase product adoption and utilization among clients.
- Collaborate with Sales, Product, and Marketing to identify opportunities for product adoption, upsell, and expansion within the existing client base. Ensure the Client Success team is aligned with the initiatives to drive revenue growth.
- Build and maintain strong relationships with key clients. Act as a point of escalation for complex client issues, ensuring quick and effective resolution.
- Continuously review and optimize CSM processes to enhance efficiency, scalability, and outcomes, ensuring the team uses tools and systems to manage client interactions effectively.
- Monitor client health data, retention trends, and expansion performance. Provide actionable insights and reports to senior leadership and recommend data-driven strategies to improve overall client success outcomes.
- Lead, mentor, and coach a team of Client Success Managers (CSMs) to meet retention and expansion goals and ensure they deliver excellent client experiences.
Must Haves
- Bachelor's degree in Business, Marketing, or a related field
- At least five (5) years of experience in Client Success, Account Management, or a related field, with at least two (2) years in a management role
- Proven experience leading teams focused on client retention and expansion
- Strong understanding of client success metrics and data-driven approaches to improve client satisfaction and retention
- A demonstrated ability to guide teams and foster a collaborative work environment.
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
- Proficiency with CRM and client success tools like Salesforce and Looker
- U.S. Citizen or Permanent Resident status required
- Visa Sponsorship not available
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training
Benefits
A Few of the Perks
- Competitive benefits & PTO
- 401(k) with employer match
- Paid parental leave
- Wholesale discount to name brands
- In-office benefits:
- Catered lunches & breakfasts
- Company happy hours and outings
- Casual office atmosphere & one block from Deep Ellum
- Fully stocked kitchen
- Commuter benefits
