Customer Success Manager

The role

You will partner with customers to meet security objectives, adopt the solution, and expand their product footprint. You will manage the customer journey for an assigned portfolio and act as a trusted advisor.

What you will do

• Manage the entire Customer Journey for an assigned portfolio of Customers.
• Partner with Customer Success Engineers to drive customer objectives and value.
• Define and execute Customer Success Plans.
• Serve as a trusted advisor and internal voice of the customer.
• Work with customer stakeholders and executive sponsors to drive business value and expansion.
• Identify risks and manage escalations.
• Lead Executive Business Reviews (EBRS) and Quarterly Business Reviews (QBRs).
• Own Customer renewal opportunities and partner with Account Executives on expansion.
• Contribute to defining Customer Success Playbooks, Journeys, and Best Practices.
• Become proficient in CS and Sales tools like Salesforce, Clari, ChurnZero, Google Workspace, and Slack.

Required qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years experience in customer success, account management, engagement management, or pre-sales roles.
• 5+ years of experience working with Cloud Security, CyberSecurity, or SaaS products.
• Ability to communicate and operate in various organizational levels both internally and externally.
• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud.
• Knowledge of and experience working in the Cloud Security industry.
• Familiarity with cloud technology and environments.
• Thrive in a fast pace, dynamic environment.
• Excellent written, verbal communication skills, and problem-solving skills.
• Ability to manage competing priorities.
• Passion for driving customer success that results in renewals, upside, and retention.
• AI proficiency.

About the company

Orca is a global cloud security innovation leader and cybersecurity unicorn with a valuation of $1.8 billion. The company features a respectful and transparent culture with an emphasis on team spirit.