Senior Customer Success Manager

Orbus Software•New York, NY

21h•Hybrid

About The Position

We believe transformation doesn’t happen in a vacuum. It happens through partnership, insight, and the ability to turn complexity into confidence. At Orbus Software, we help some of the world’s most sophisticated organizations understand their business inside and out. Our platform, OrbusInfinity, connects strategy to execution, IT to the business, and transformation goals to measurable results. With customers spanning industries and continents, we work side by side with global enterprises, public institutions, and fast-moving innovators. Whether it is guiding a Fortune 500 through a complex merger, helping a bank streamline its architecture, or equipping a healthcare provider to move faster, we are there to ensure our customers succeed. Customer Success at Orbus is central to how we deliver value. We partner closely with teams across Sales, Technical Support, Professional Services, and Product Management to help our customers realize meaningful outcomes with our platform. From onboarding through renewal, we focus on building trusted relationships and driving measurable impact at every stage of the customer journey. The Opportunity As a Senior Customer Success Manager, you will guide a portfolio of flagship customers, including Fortune 500 companies and major public sector organizations. Your mission is to help them succeed by driving adoption and value through OrbusInfinity. This is a strategic, hands-on role. You will build trusted relationships with senior stakeholders, serve as a key advisor on how to apply our platform to enterprise architecture and digital transformation goals, and coordinate with cross-functional teams to deliver an excellent customer experience. You will operate autonomously across your accounts, while collaborating closely with our global Customer Success team and colleagues in Sales, Support, Services, and Product. This role is based in the United States, with a preference for candidates located on the East Coast. If based in NYC, we collaborate in the office two or three times per week.

Requirements

Experience in a Customer Success or related client-facing role such as Account Management, Business Development, or Consulting
5+ years working with complex, high-touch enterprise accounts
Technical aptitude with the ability to convey product capabilities to non-technical stakeholders
Excellent communication skills across varying levels of seniority and customer types
Proven ability to influence, advise, and build trust with decision makers
Self-motivation and strong organizational skills to manage priorities and workflows independently

Nice To Haves

Experience in high-growth SaaS or technology environments is preferred
Familiarity with Salesforce and Gainsight is a plus

Responsibilities

Own the customer journey across onboarding, adoption, renewal, and expansion
Lead regular check-ins and success planning meetings to stay aligned on value delivery and evolving goals
Develop trusted relationships with senior stakeholders and position yourself as a strategic advisor
Deliver product overviews and feature demonstrations tailored to customer use cases
Identify training gaps and provide enablement to promote deeper adoption
Partner with Sales to support account expansion opportunities
Work with Support, Services, and Product to resolve issues and advocate for customer needs
Participate in internal feedback loops to improve processes and customer outcomes
Help surface customer success stories for case studies, webinars, and user groups
Support renewals through continued demonstration of value and platform fit
Maintain accurate account data in Salesforce and Gainsight
Contribute to customer feedback processes and adoption tracking using defined success metrics

Benefits

Generous time off: Everyone gets at least 25 days of paid annual leave. Rest is not a reward. It is a prerequisite for high performance.
Future-focused support: We offer retirement and insurance plans tailored by region, including health, life, and disability coverage.
Flexibility that works: Our hybrid model gives you the best of both worlds. You’ll spend 2 to 3 days a week collaborating in our city-centre hubs in London, New York, Katowice or Sydney, with the rest of the week working where you do your best thinking.
Support for every life stage: Whether you’re raising a family, caring for a loved one, or planning what’s next, we provide flexible schedules, paid family leave, and resources to help you balance work and life with confidence.
We don’t believe in perks for show. Everything we offer is built to help you grow, stay well, and do meaningful work over the long term.

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