Senior Customer Success Manager

Orbus Software•New York, NY

16d•$100,000 - $115,000•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. 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, measurable value, and long-term growth 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 own renewals and expansion outcomes across your accounts, working closely with Sales to identify and progress growth opportunities. You will operate autonomously across your portfolio, while collaborating closely with our global Customer Success team and colleagues in Sales, Support, Services, and Product.

Requirements

Demonstrable experience in a Customer Success, Account Management, Implementation, or Professional Services role, working with complex, high-touch enterprise accounts
A track record of building trusted relationships with senior stakeholders and influencing outcomes without direct authority
Commercial awareness, with experience owning or contributing to renewal and expansion outcomes
Technical aptitude and the ability to translate product capabilities into business value for non-technical audiences
Excellent communication skills across varying levels of seniority, from practitioners to C-suite
Strong ownership and judgement - you manage your own priorities, anticipate problems, and follow through without needing close direction

Nice To Haves

Experience in a high-growth SaaS or enterprise technology environment
Familiarity with Salesforce and Gainsight, or comparable CRM and CS platforms
Exposure to enterprise architecture, IT strategy, or digital transformation programmes

Responsibilities

Build and maintain trusted relationships with senior stakeholders across your account portfolio, positioning yourself as a strategic advisor on enterprise architecture and digital transformation
Develop and maintain clear success plans for each account, connecting OrbusInfinity to the customer’s strategic goals and reviewing progress regularly
Own the customer journey from onboarding through renewal, ensuring customers achieve measurable outcomes at every stage
Drive deeper platform adoption by identifying gaps in how customers are using OrbusInfinity and delivering targeted enablement, training, and guidance
Tailor product demonstrations and capability overviews to each customer’s specific use cases and maturity level
Own renewal outcomes across your portfolio, demonstrating ongoing value and maintaining strong net revenue retention
Partner with Sales to identify and support expansion opportunities within existing accounts
Work closely with Support, Services, and Product to resolve customer issues quickly and advocate effectively for customer needs
Contribute to internal feedback loops that improve the customer experience and inform product direction
Surface and develop customer success stories that support case studies, webinars, and user groups
Help customers become visible advocates for OrbusInfinity within their industries and networks
Maintain accurate account data and activity records in Salesforce and Gainsight in line with team standards