Senior Account Associate, Client Success



Customer Service
Washington, DC, USA
Posted on Thursday, May 23, 2024

Optoro is a fast-growing SaaS company headquartered in the heart of Washington, D.C. We are on a mission to revolutionize the retail industry by making every return simple and efficient through great technology, so that shopping can be easy and sustainable for everyone.

Our returns management system (RMS) is a cloud-based platform that spans the entire returns lifecycle — from initiation, return options, to processing, to restock, and ultimately resale. Our technology helps brands and third-party logistics (3PL) providers optimize and enhance one of the biggest headaches in retail…returns.

Our people are our greatest asset. We bring bold creativity and passion to maximize results, leverage our expertise and data insights to drive our decision-making, and work collaboratively with respect, integrity, and a growth mindset. Whether working with a team of colleagues or with clients, we foster a culture that celebrates our successes and learns from challenges, while having fun along the way.

Job Purpose:

The Senior Account Associate is a key member of the Client Success team, providing support to achieve revenue goals and drive optimal performance for our clients. The Senior Account Associate analyzes data to deliver results for clients and surface improvement opportunities. The Sr. Associate also supports the Account Executive in planning the account strategy, managing client relationships and communicating results against benchmarks internally and externally.


Client Program Support

  • Monitor, review and analyze all key metrics for client portfolio (revenue, profitability, program success metrics, etc.) to ensure performance targets are exceeded
  • Investigate and resolve program issues, identify new solutions and provide fast course corrections
  • Participate in and prepare materials for client-facing meetings to further our strategic relationships and growth objectives
  • Identify and execute program optimization and performance improvement initiatives
  • Support launch of new clients and new programs
  • Manage inventory upload into the platform and ensure operational readiness
  • Support monthly client settlement and payment process
  • Work with clients and internal stakeholders to optimize channel mix of inventory, define pricing strategy and actively manage to sell-through targets in alignment with client recovery goals

Strategic Initiatives and Planning

  • Partner with Account Executive to drive and execute Strategic Account Plans
  • Provide project management and/or deliverable support across a range of strategic initiatives; typically 1-3 ongoing special projects at any given time
  • Support account-specific revenue forecasting using relevant program metrics and analysis

Cross-Functional Collaboration

  • Work cross-functionally on client initiatives and program performance across Sales, Solutions, Professional Services, Product, Tech, Marketing and Operations teams
  • Support preparation of analysis and materials for Client Success, Senior Executives, and Board meetings

What You Bring to the Team:

  • You can’t wait to build strong client relationships to positively impact their programs
  • You thrive when collaborating with others, and you can roll up your sleeves to get the job done
  • You can comfortably prioritize your workload to meet the internal and external needs of the role
  • You thrive when tackling complex problems, whether building models or creating new analytical frameworks to refine the team’s thinking
  • You demonstrate an entrepreneurial spirit
  • You’re a self-starter who is agile, resilient and positive, even in challenging circumstances
  • You are proactive and start tasks without waiting for direction; yet, you know when to pause and ask for guidance or help


  • Bachelor’s degree
  • Minimum of 3-4 years of professional experience, with at least one year in a client success role at a SaaS company
  • Proven quantitative and analytical abilities
  • Proficient in a variety of analytical tools, especially Excel
  • Excellent attention to detail with exceptional follow-up
  • Excellent data analysis and problem-solving skills
  • Strong communication and presentation skills
  • Ability to build content/materials to tell a story
  • Ability to build and maintain strong, long-lasting client relationships
  • Ability to thrive in a fast-paced environment
  • Readiness to travel up to 20%

Preferred Qualifications:

  • Experience in a related industry such as retail, supply chain or technology preferred
  • Proficient in Tableau


  • Competitive base salary, benefits and equity plans
  • Flexible paid time off
  • Volunteer paid time off
  • Perks for Parks Program
  • Summer Fridays
  • Health, dental, vision, and life insurance
  • 401k match
  • Sabbatical at 5 and 10 year anniversary
  • Outside learning opportunities for career development
  • Opportunity to work with people who are passionate about what they do and also like to have fun

Optoro is an equal opportunity employer.