APAC Lead, CSM

The role

This player/coach role involves leading and developing a team of three Customer Success Managers while managing a portfolio of approximately 30 accounts. You will drive customer adoption, retention, renewals, and growth.

What you will do

• Lead, coach, and develop a team of Customer Success Managers
• Set clear expectations and drive accountability
• Support professional growth through regular feedback and 1:1s
• Manage a portfolio of customers throughout the customer journey
• Build relationships with key stakeholders and executives
• Develop and execute Customer Success Plans
• Lead QBRs and EBRs
• Identify customer risks and opportunities
• Own renewal forecasting and risk management
• Act as an escalation point for complex customer challenges

Required qualifications

• 7+ years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise SaaS, cybersecurity, or cloud technology
• 2+ years of experience leading, coaching, or managing Customer Success professionals
• Strong understanding of customer retention, renewal management, revenue forecasting, and commercial account strategy
• Experience building executive relationships, leading strategic customer conversations, and managing complex escalations
• Knowledge of modern cloud infrastructure providers such as AWS, Microsoft Azure, and Google Cloud
• Understanding of cloud security challenges
• Experience with Salesforce
• Familiarity with AI-powered tools and workflow automation
• Excellent communication, interpersonal, and problem-solving skills
• Ability to thrive in a fast-paced, global environment
• Bachelor's degree or equivalent work experience
• Willingness to travel up to 30%

About the company

Orca is a global cloud security innovation leader and cybersecurity unicorn. The company helps organizations secure cloud environments through visibility, actionable insights, and risk prioritization.