Full Job Description
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.
What You Will Do
Customer Relationship Management
• 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 Product Enablement
• 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
Renewals and Growth
• 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
Cross-Functional Collaboration
• 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
Customer Advocacy
• 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 Operations
• Maintain accurate account data and activity records in Salesforce and Gainsight in line with team standards
What You Will Bring
Essential
• 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
Preferred
• 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
What Success Looks Like in Year One
By the end of your first year, you will have:
• Built trusted relationships with senior stakeholders across your full account portfolio, with documented success plans in place for each flagship account
• Achieved your renewal and net revenue retention targets
• Driven measurable improvement in platform adoption across multiple accounts, evidenced by usage data and customer-reported outcomes
• Contributed at least one customer story or reference that supports Sales or Marketing activity
• Established a clear and productive working rhythm with your cross-functional partners in Sales, Support, Services, and Product
Department Customer Success Role Senior Customer Success Manager Locations US - Remote Remote status Fully Remote Yearly salary $100,000 - $115,000 Employment type Full-time
