Customer Success Manager

Our mission is to inspire entrepreneurs and shoppers to find something new. We buy great brands built on Shopify, unlocking liquidity for small business entrepreneurs looking to start new adventures. We manage nearly 50 brands with over 100,000 products across apparel, beauty, home goods, and electronics.

Our team of e-commerce experts and engineers uses our proprietary technology and tooling, and advantages from our size, to grow our brands at scale.

OpenStore was started in 2021 by top investor and operator, Keith Rabois, a former executive at PayPal, LinkedIn, and Square, and a co-founder of Opendoor. We are backed with $150M+ from world-class investors such as Atomic, Khosla Ventures, Founders Fund, General Catalyst, and Lux Capital.

Customer Success Manager | Convert & Retain Customers

About OpenDesk:
OpenDesk is an AI-powered customer support platform designed for eCommerce brands. We help founders automate support without losing their brand’s personal touch.

We’re looking for a Customer Success Manager to turn trial users into paying customers and build a world-class customer success function from the ground up. If you love working with customers, optimizing onboarding experiences, and driving retention, this role is for you.

What You’ll Do:

• Convert trial users into paying customers by guiding them through activation and ensuring they see value quickly.

• Own the customer onboarding experience, refining it to improve conversion rates and reduce drop-off.

• Proactively engage customers via email, chat, and calls to help them get the most out of OpenDesk.

• Develop scalable customer success processes, including playbooks, automated touchpoints, and best practices.

• Monitor customer health metrics to identify churn risks and expansion opportunities.

• Work closely with the product and sales teams to surface customer feedback and drive improvements.

• Turn customers into advocates, encouraging referrals and testimonials.

Who You Are:

• 2-5 years of experience in Customer Success, Account Management, or Sales at a SaaS or eCommerce tech company.

• Proven ability to convert trial users into paying customers through proactive engagement.

• Strong communicator who can build relationships with founders and eCommerce operators.

• Highly organized with a process-driven mindset to scale CS operations efficiently.

• Experience working in an early-stage startup or high-growth environment is a plus.

Location:

• Hybrid in our NYC office

• Will not cover relocation expenses

• Not open to full-time remote work

OpenStore is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.