Customer Success Manager - New York City

Orb•New York, NY

8d•Hybrid

About The Position

We are looking for a unique person seeking the chance to join our burgeoning Success team! As one of our Customer Success Managers, you will be responsible for onboarding and renewing customers, while building relationships to expand to new use cases over time. You’ll work closely with the Solutions, Support and Product teams to provide a world-class customer experience. This will include ensuring customers gain maximum value from the service, that there is a smooth handoff between Sales and Post-Sales, that ongoing support is delivering great outcomes, and that customer feedback and pain points are making their way back to the product teams. This is achieved by working closely with PMs and Engineering to translate customer requirements into actionable product features and enhancements. Orb is an engineering-driven culture, the product is deeply technical, and you will engage closely with engineers on the customer’s side to onboard Orb. We are looking for someone based in the New York City area who can join us in our Brooklyn office 3x per week.

Requirements

5+ years of customer-facing experience in high growth SaaS and/or B2B startups
Excellent communication and interpersonal skills, with the ability to effectively convey complex concepts to technical and non-technical stakeholders
Knowledge of cloud architectures and data infrastructure technologies
Executive presence and instinct with VPs & C-level, while also delivering personal interactions to practitioners in the day to day
Experience with managing several personae within an account as you will interact with Billing Engineers, BizOps, PMs, Finance and Execs
Curious, politely persistent, able to break through vendor fatigue with key contacts
Consultative mindset, always looking to advise on a more efficient and better way to operate
Proven track record in planning and executing successful Business Reviews and Health Checks
Ability to work US east coast business hours
Take initiative and are capable of learning new technologies / systems / features with little guidance
Have a history of using data to drive improvements in customer experience, product quality or operational efficiency
Demonstrate a forward-thinking mindset in leveraging new technology to augment customer success

Nice To Haves

Familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
Functional knowledge of SQL is also a plus!

Responsibilities

Manage the customer relationship post-contract signing, including owning accountability for achieving timely Deployment and Adoption during onboarding
Forecast renewals with high accuracy and a plan to mitigate risk
Conducting Health Checks and Business Reviews to ensure our customers achieve great ROI and have a high likelihood of renewing and expanding
Engage with Product on customer requests, helping to prioritize while wearing both a customer and company hat
Understand customer requirements requirements, analyze business processes, identify and advise on opportunities for them to leverage Orb
Advocate strategically for wider adoption of the Orb platform with customers not taking full advantage of our capabilities
Become an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based Billing