Location: Austin, TX About the Role: We are looking for a highly-motivated, business-focused, demonstrated team-player to join us as a
Customer Success Manager. In this role, you will be responsible for partnering with Customers to meet their security objectives, adopt our solution, understand the value of their investment, and expand their product footprint.
What You'll Do:- Managing 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. Ensuring that technical enablement ties to customer goals and helps them achieve their own business KPIs.
- Define and execute Customer Success Plans that drive both adoption and value.
- Be a trusted advisor for customers, communicating upcoming product changes, enhancements, and serving as an internal voice of the customer.
- Work with customer stakeholders, executive sponsors, and partners to drive business value and expansion. Build strong relationships within all levels of the organization from the practitioner level all the way up to the C-suite. Proactively reach out to other BUs and executives to expand Orca's footprint.
- Identify risks, manage escalations, and collaborate cross-functionally within Orca.
- Lead Executive Business Reviews (EBRS) & Quarterly Business Review (QBRs).
- Own Customer renewal opportunities and partner with Account Executives on Customer Expansion opportunities.
- Contribute to defining and bringing maturity Customer Success Playbooks, Journeys, and Best Practices.
- Become proficient in CS and Sales tools required to perform the role: e.g. Salesforce, Clari, Google Workspace, Slack, ChatGPT, Claude, etc.
- In your day to day with customers, you are the owner of the relationship, meaning that you understand your customer use cases, business outcomes, feature requests, escalation points, and key players at all times.
What You Bring:- Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud, etc.
- 5+ years of experience working with Cloud Security, CyberSecurity, or related SaaS products.
- 5+ years experience in customer success, account management, engagement management, or pre-sales roles related to driving positive customer outcomes and adoption.
- Bachelor's degree or equivalent work experience.
- Ability to communicate, operate and communicate in various organizational levels both internally and externally.
- Knowledge of and experience working in the Cloud Security industry
- Familiarity with cloud technology and environments, along with the benefits and security challenges of working in the cloud.
- Thrive in a fast pace, dynamic environment.
- Excellent written, verbal communication skills, & problem-solving skills
- A passion for creating and maintaining relationships, while working in a tight-knit community culture.
- Ability to manage competing priorities.
- Passion for driving customer success that results in renewals, upside, and retention.
- Experience with Salesforce, Slack, ChatGPT, Claude, and related AI tools.
- Ability to travel 30%.
What We Offer:- Competitive salary, commission, and equity package
- Discounted medical, dental, and vision benefits with significant employer contribution
- Benefits coverage starting on your first day of employment
- Generous PTO with U.S. holidays observed and flexible hybrid & remote work environments
- Your choice of Mac or Windows laptop
- Work-from-home stipend to be used in your first month of employment
- Monthly reimbursement for cell phone and for home internet
- The chance to collaborate with a team of talented global colleagues all around the world
Annual Salary range: $100,000 - $120,000 base salary and $20,000 - $30,000 performance-based commissions. This represents the typical salary range for this position based on experience, skills, and other factors.
This position is open until filled. Applications will be accepted on an ongoing basis.
#LI-Orca
#LI-Remote
