Senior Customer Success Manager

Orbus Software•New York, NY

15d•Hybrid

About The Position

As a Senior Customer Success Manager at Orbus Software, 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 where 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.