Customer Success Manager
About The Position
Orca Security is seeking a highly motivated, business-focused team player to join its Sales team as a Customer Success Manager. The role partners with customers to meet security objectives, adopt Orca’s solution, understand the value of their investment, and expand their product footprint. The manager owns the customer relationship and the full customer journey for an assigned portfolio, understanding each customer’s use cases, desired business outcomes, feature requests, escalation points, and key stakeholders. The role works closely with Customer Success Engineers, customer stakeholders, executive sponsors, partners, Account Executives, and internal teams to drive customer objectives, adoption, operationalization, value, renewals, retention, and expansion. It also contributes to the development and improvement of Customer Success playbooks, journeys, and best practices. The position is based in Austin, Texas; the posting also references flexible hybrid and remote work environments and states that travel of 30% is required.
Requirements
- Knowledge of modern cloud infrastructure providers such as AWS, Microsoft Azure, and Google Cloud.
- At least 5 years of experience working with cloud security, cybersecurity, or related SaaS products.
- At least 5 years of experience in customer success, account management, engagement management, or pre-sales roles focused on positive customer outcomes and adoption.
- Bachelor’s degree or equivalent work experience.
- Ability to communicate and operate effectively at various organizational levels, internally and externally.
- Knowledge of and experience 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.
- Ability to create and maintain relationships and work within a close-knit community culture.
- Ability to manage competing priorities.
- Passion for driving customer success that results in renewals, expansion, and retention.
- Experience with Salesforce, Slack, ChatGPT, Claude, and related AI tools.
- Ability to travel 30%.
Responsibilities
- Manage the entire customer journey for an assigned portfolio of customers.
- Partner with Customer Success Engineers to identify and drive customer objectives, operationalization, outcomes, and value, ensuring technical enablement supports customer goals and business KPIs.
- Define and execute Customer Success Plans that drive adoption and value.
- Serve as a trusted advisor by communicating upcoming product changes and enhancements and acting as an internal voice of the customer.
- Work with customer stakeholders, executive sponsors, and partners to drive business value and expansion, building relationships from practitioner level through the C-suite.
- Proactively engage other business units and executives to expand Orca’s footprint.
- Identify risks, manage escalations, and collaborate cross-functionally within Orca.
- Lead Executive Business Reviews and Quarterly Business Reviews.
- Own customer renewal opportunities and partner with Account Executives on customer expansion opportunities.
- Contribute to defining and maturing Customer Success playbooks, journeys, and best practices.
- Become proficient in required Customer Success and Sales tools, including Salesforce, Clari, Google Workspace, Slack, ChatGPT, and Claude.
- Maintain an understanding of customer use cases, business outcomes, feature requests, escalation points, and key players.
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 PTO with U.S. holidays observed.
- Flexible hybrid and remote work environments.
- Choice of Mac or Windows laptop.
- Work-from-home stipend for use during the first month of employment.
- Monthly reimbursement for cell phone and home internet.
- Opportunity to collaborate with global colleagues.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
