Customer Success Manager

Orca Security • Austin, TX

5d • Hybrid

About The Position

Orca Security is seeking a highly motivated, business-focused, collaborative Customer Success Manager to join its Sales team. 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 Customer Success Manager owns the customer relationship and journey for an assigned portfolio, including customer use cases, business outcomes, feature requests, escalation points, and key stakeholders. The role is based in Austin, Texas, with hybrid and remote work environments available.

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 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.
• Ability to build and maintain relationships and work in 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.
• Ensure technical enablement is tied to customer goals and supports business KPIs.
• Define and execute Customer Success Plans that drive adoption and value.
• Serve as a trusted customer advisor, communicate product changes and enhancements, and represent the voice of the customer internally.
• Work with customer stakeholders, executive sponsors, and partners to drive business value and expansion.
• Build relationships across customer organizations, 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 the development and maturity of Customer Success Playbooks, Journeys, and Best Practices.
• Become proficient with the Customer Success and Sales tools required for the role, such as Salesforce, Clari, Google Workspace, Slack, ChatGPT, and Claude.
• Maintain an understanding of customer use cases, business outcomes, feature requests, escalation points, and key players.
• Travel up to 30%.

Benefits

• Discounted medical, dental, and vision benefits with significant employer contribution.
• Benefits coverage starting on the first day of employment.
• Generous PTO 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.
• Competitive salary, commission, and equity package.

What This Job Offers

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