Customer Success Manager - Cloud Security (Mandarin)

United States Digital Space LLC; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Orca is seeking a highly motivated Customer Success Manager to partner with customers, meet security objectives, and expand product footprint. You will own the customer journey, drive adoption, and act as the voice of the customer to influence product changes.

You will collaborate with CS engineers, executives, and partners to achieve business KPIs, manage risks, and lead EBRs/QBRs, with Mandarin fluency required and travel up to 30%. This is a hybrid role based in Singapore.

Qualifications

• 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.
• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud.
• Excellent written, verbal communication skills and problem-solving abilities.

Responsibilities

• 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.
• Define and execute Customer Success Plans that drive adoption and value.
• Be a trusted advisor for customers, communicating upcoming product changes and serving as the voice of the customer.
• Work with customer stakeholders and executives to drive business value and expansion, building relationships up to the C-suite.
• Identify risks, manage escalations, and collaborate cross-functionally within Orca.
• Lead Executive Business Reviews (EBRs) & Quarterly Business Reviews (QBRs).
• Own renewal opportunities and partner with Account Executives on expansion opportunities.
• Contribute to maturity of Customer Success Playbooks and Journeys.
• Become proficient in CS and Sales tools (Salesforce, Clari, ChurnZero, Google Workspace, Slack).
• Maintain ownership of customer relationships and understand use cases, outcomes, feature requests, escalations, and key players.

Job description

Orca is seeking a highly motivated Customer Success Manager to partner with customers, meet security objectives, and expand product footprint. You will own the customer journey, drive adoption, and act as the voice of the customer to influence product changes.

You will collaborate with CS engineers, executives, and partners to achieve business KPIs, manage risks, and lead EBRs/QBRs, with Mandarin fluency required and travel up to 30%. This is a hybrid role based in Singapore.