Customer Success Engineer, Team Lead

Orca Security • Austin, TX

362d

About The Position

At Orca, we're looking for driven and talented people to join our Customer Success team and our mission to change the future of cloud security. This role involves identifying ownership for each part of the customer journey, leading a small team, and driving new business growth through strong advocacy. You will help build the knowledge base and documentation library, become an authority on the Orca Platform, and assist Sales and Customer Success with customer POCs, implementations, and post-sales support. Additionally, you will drive customer onboarding and training, manage support cases, and monitor technical issues within cloud environments.

Requirements

• 5+ years in Customer Success Engineering, Technical Account Management, Sales, Implementation preferably in Enterprise SaaS, Cloud, Enterprise IT, or IT Security.
• 2+ years as a CSE Team Lead.
• Data-driven decision-making and keen ability to analyze results, including churn, contract values, growth rates, customer lifecycle ROI.
• Successful track record of defining and executing the customer journey.
• Growth-Stage DNA with a strong inclination towards action.
• Bachelor's degree required.

Responsibilities

• Help identify ownership for each part of the customer journey: Post-Sales, Sales, Services, Support.
• Lead a small team and follow a customer escalation process to identify opportunities for continuous improvement.
• Drive new business growth through strong advocacy and reference-ability.
• Help build the knowledge base and documentation library.
• Become an authority on the Orca Platform and assist Sales and Customer Success with customer POCs, implementations, and post-sales support.
• Drive customer onboarding and training, and roll out the template for support and success plans for customers.
• Your team will be the primary owner for customer's support cases; lead and complete use of ticketing systems.
• Monitor, debug, and resolve technical issues specific to Orca within the cloud environments.
• Drive alignment with Sales, Renewals, and Expansion strategy.
• Manage all CSE activities and own critical metrics for your team, e.g., Onboarding, Training, and Customer Support.
• Support core metrics for our company and our CSE team as a whole.
• Be the best user of Orca.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees