Associate Customer Success Manager

Orca Security • Austin, TX

5h • $60,000 - $70,000 • Hybrid

About The Position

As an Associate Customer Success Manager at Orca Security, you will manage customer accounts, support contract renewals, and drive customer success. You will serve as the primary point of contact for assigned customers, foster strong relationships, monitor adoption and progress with Orca’s platform, and identify opportunities to expand platform use and maximize customer value. You will help customers achieve their security objectives while supporting renewals, retention, and incremental revenue.

Requirements

• Bachelor’s degree or equivalent work experience.
• At least 1 year of experience in customer success, account management, or engagement management.
• Experience working with cloud security, cybersecurity, or SaaS products.
• Ability to communicate and operate across organizational levels, internally and externally.
• Knowledge of modern cloud infrastructure providers such as AWS, Microsoft Azure, and Google Cloud.
• Knowledge of and experience working in the cloud security industry.
• Familiarity with cloud technology and environments, including the benefits and security challenges of working in the cloud.
• Ability to thrive in a fast-paced, dynamic environment.
• Excellent written and verbal communication and problem-solving skills.
• Passion for creating and maintaining relationships in a close-knit community culture.
• Ability to manage competing priorities.
• Passion for driving customer success that results in renewals, upsell, and retention.
• Experience with tools such as Salesforce, Clari, and Slack.
• Experience with AI tools such as ChatGPT and Claude.
• Ability to travel 10%.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts and build and maintain strong, long-lasting relationships.
• Manage a high-volume portfolio of diverse customer accounts with competing priorities.
• Oversee contract renewals, ensuring timely communication and a smooth renewal process.
• Monitor customer progress and platform adoption, proactively identifying needs for support, training, or expanded use cases.
• Collaborate with the sales team to identify upsell opportunities and drive incremental revenue aligned with customer needs.
• Act as a trusted advisor, helping customers achieve security goals and maximize the value of Orca Security’s platform.
• Respond promptly to customer inquiries and concerns to ensure satisfaction and engagement.
• Gather and analyze customer feedback and share insights with internal teams to improve products and services.
• Develop and deliver customer success plans and periodic health check-ins aligned with customer objectives.
• Advocate for customers internally and coordinate with support, product, and engineering teams to resolve issues and enhance the customer experience.
• Become proficient with the customer success and sales tools required for the role.
• Own customer relationships and maintain understanding of customer use cases, business outcomes, feature requests, escalation points, and key stakeholders.

Benefits

• Competitive salary, commission, and equity package.
• Discounted medical, dental, and vision benefits with significant employer contribution.
• Benefits coverage starting on the first day of employment.
• Generous paid time off and U.S. holidays observed.
• Flexible hybrid and remote work environments.
• Choice of Mac or Windows laptop.
• Work-from-home stipend for use in the first month of employment.
• Monthly reimbursement for cell phone and home internet.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level