Customer Success Manager

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

Job summary

Orca Security in Singapore seeks a highly motivated Customer Success Manager to partner with customers to meet security objectives, drive adoption of our cloud security platform, and expand product footprints. You will own the customer journey, lead executive reviews, manage renewals, and collaborate with sales and engineering.

Mandarin fluency and 30% travel required. Join a fast-growing team to enable customers, promote value realization, and drive long-term relationships in a cloud-native

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years in customer success, account management, or related roles.
• 5+ years in Cloud Security, CyberSecurity, or SaaS products.

Responsibilities

• Manage the entire Customer Journey for an assigned portfolio of Customers.
• Partner with Customer Success Engineers to drive objectives and value.
• Define and execute Customer Success Plans to drive adoption and value.
• Be a trusted advisor, communicating upcoming product changes and voicing the customer.

Skills

Mandarin speaker

5+ years in customer success

Cloud Security / SaaS experience

Strong communication

Travel readiness

Education

Bachelor's degree or equivalent

Tools

Salesforce

Clari

ChurnZero

Google Workspace

Slack

Job description

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.

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.

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) & 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%