Customer Success Manager

Orca Security; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Job summary

Orca Security in Singapore seeks a highly motivated Customer Success Manager to partner with customers, drive adoption of our cloud security platform, and expand product footprint.

You will own the customer journey, lead cross-functional collaborations with CS engineers and sales, conduct EBRS/QBRs, and ensure renewals and expansions while maintaining strong relationships.

Mandarin proficiency is required; travel up to 30%; hybrid work model in Singapore offers a dynamic, fast-paced environment.

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 at various organizational levels internally and externally.
• Knowledge of AWS, Microsoft Azure, Google Cloud.
• Familiarity with cloud technology and security challenges.
• Thrive in a fast-paced environment.
• Excellent written and verbal communication skills.
• Passion for building relationships and driving renewals and expansion.
• Willingness to travel up to 30%.

Responsibilities

• Managing the entire Customer Journey for an assigned portfolio of Customers.
• Partner with Customer Success Engineers to identify and drive customer objectives and value.
• Define and execute Customer Success Plans that drive adoption and value.
• Be a trusted advisor, communicating product changes and enhancements.
• Lead Executive Business Reviews (EBRS) & Quarterly Business Reviews (QBRs).
• Own renewal opportunities and collaborate with Account Executives on expansion opportunities.
• Build relationships across all levels, from practitioners to the C-suite.
• Identify risks, manage escalations, and collaborate cross-functionally.
• Contribute to developing Customer Success playbooks and journeys.

Skills

Customer success

Account management

Engagement management

Pre-sales

Cloud Security

SaaS

Mandarin

Education

Bachelor's degree or equivalent

Job description

Location: Singapore

Big Ideas. Real People.

At Orca, in the right environment and with the right team, talent has no boundaries. This team spirit, together with our drive to always aim high, has quickly earned us unicorn status and turned us into a global cloud security innovation leader. So if you’re ready to join an amazing team of people who inspire each other every day, now is the time to find your place in our pod.

We’re looking for driven and talented people like you to join our CS team and our mission to change the future of cloud security. Ready to dive in and swim with our pod?

Highlights:

• High-growth: Over the past seven years, we’ve consistently achieved milestones that take other companies a decade or more. During this time, we’ve significantly grown our employee base, expanded our customer reach, and rapidly advanced our product capabilities.
• Disruptive innovation: Our founders saw that traditional security didn’t work for the cloud, so they set out to carve a new path. We’re relentless pioneers who invented agentless technology and continue to be the most comprehensive and innovative cloud security company.
• Well-capitalized: With a valuation of $1.8 billion, Orca is a cybersecurity unicorn dominating the cloud security space. We’re backed by an impressive team of investors such as Capital G, ICONIQ, GGV, and SVCI, a syndicate of CISOs who invest their own money after conducting their due diligence.
• Respectful and transparent culture:Our executives pride themselves on being accessible to everyone and believe in sharing knowledge with the employees. Each employee has a place in shaping the future of our industry.

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.
• Mandarin speaker – required
• 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, ChurnZero, Google Workspace, Slack, 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 We’re Looking For:

• Bachelor's degree or equivalent work experience.
• 5+ years experience in customer success, account management, engagement management, or pre-sales roles related to driving positive customer outcomes and adoption.
• 5+ years of experience working with Cloud Security, CyberSecurity, or SaaS products.
• Ability to communicate, operate and communicate 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, 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.
• AI proficiency.
• Ability to travel 30%

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