Senior Customer Success Manager at Orbus Software

Orbus Software; Singapore; Presencial; SGD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days annual leave

Retirement benefits

Healthcare and Life Insurance

Flexible working arrangements

Descripción de la vacante

Orbus Software is seeking a Senior Customer Success Manager to guide flagship customers across enterprise accounts in a strategic, hands-on role. You will own renewals, drive expansion, and ensure value realization from OrbusInfinity, collaborating closely with Sales, Support, Services, and Product.

You will lead cross‑functional efforts to align customers with enterprise architecture and digital transformation goals, delivering measurable outcomes and high‑touch service.

Formación

• Extensive experience managing strategic enterprise accounts.
• Track record of driving renewals and expansions.
• Ability to translate product value for senior stakeholders.

Responsabilidades

• Build trusted relationships with senior stakeholders and act as strategic advisor for enterprise architecture and digital transformation.
• Develop and maintain clear success plans aligning OrbusInfinity with customer goals.
• Own the customer journey from onboarding to renewal, delivering measurable outcomes.
• Drive platform adoption through targeted enablement, training, and guidance.
• Tailor product demonstrations to specific customer use cases and maturity.
• Own renewal outcomes and contribute to net revenue retention.
• Collaborate with Sales to identify and progress expansion opportunities within accounts.
• Coordinate with Support, Services, and Product to resolve issues quickly and advocate for customer needs.
• Capture customer feedback to inform product direction and internal improvements.
• Create customer success stories and contribute to case studies and webinars.

Conocimientos

Customer relationship management

Strategic account management

Renewals/upsell

Cross‑functional collaboration

Product enablement

Executive communication

Project ownership

Enterprise software knowledge

Herramientas

Salesforce

Gainsight

Descripción del empleo

Senior Customer Success Manager

Apply for Senior Customer Success Manager at Orbus Software in East Coast, S00, SG. This Full time on site position offers great opportunities for career growth.

The Opportunity

As a Senior Customer Success Manager, you will guide a portfolio of flagship customers, including Fortune 500 companies and major public sector organizations. Your mission is to help them succeed by driving adoption, measurable value, and long‑term growth through OrbusInfinity. This is a strategic, hands‑on role. You will build trusted relationships with senior stakeholders, serve as a key advisor on how to apply our platform to enterprise architecture and digital transformation goals, and coordinate with cross‑functional teams to deliver an excellent customer experience. You will own renewals and expansion outcomes across your accounts, working closely with Sales to identify and progress growth opportunities. You will operate autonomously across your portfolio, while collaborating closely with our global Customer Success team and colleagues in Sales, Support, Services, and Product.

What You Will Do

• Customer Relationship Management Build and maintain trusted relationships with senior stakeholders across your account portfolio, positioning yourself as a strategic advisor on enterprise architecture and digital transformation
• Develop and maintain clear success plans for each account, connecting OrbusInfinity to the customer’s strategic goals and reviewing progress regularly
• Own the customer journey from onboarding through renewal, ensuring customers achieve measurable outcomes at every stage
• Product Enablement Drive deeper platform adoption by identifying gaps in how customers are using OrbusInfinity and delivering targeted enablement, training, and guidance
• Tailor product demonstrations and capability overviews to each customer’s specific use cases and maturity level
• Renewals and Growth Own renewal outcomes across your portfolio, demonstrating ongoing value and maintaining strong net revenue retention
• Partner with Sales to identify and support expansion opportunities within existing accounts
• Cross‑Functional Collaboration Work closely with Support, Services, and Product to resolve customer issues quickly and advocate effectively for customer needs
• Contribute to internal feedback loops that improve the customer experience and inform product direction
• Customer Advocacy Surface and develop customer success stories that support case studies, webinars, and user groups
• Help customers become visible advocates for OrbusInfinity within their industries and networks
• Operations Maintain accurate account data and activity records in Salesforce and Gainsight in line with team standards

What You Will Bring

Essential Demonstrable experience in a Customer Success, Account Management, Implementation, or Professional Services role, working with complex, high‑touch enterprise accounts

A track record of building trusted relationships with senior stakeholders and influencing outcomes without direct authority

Commercial awareness, with experience owning or contributing to renewal and expansion outcomes

Technical aptitude and the ability to translate product capabilities into business value for non‑technical audiences

Excellent communication skills across varying levels of seniority, from practitioners to C‑suite

Strong ownership and judgement - you manage your own priorities, anticipate problems, and follow through without needing close direction

Preferred Experience in a high‑growth SaaS or enterprise technology environment

Familiarity with Salesforce and Gainsight, or comparable CRM and CS platforms

Exposure to enterprise architecture, IT strategy, or digital transformation programmes

What Success Looks Like in Year One

• Built trusted relationships with senior stakeholders across your full account portfolio, with documented success plans in place for each flagship account
• Achieved your renewal and net revenue retention targets
• Driven measurable improvement in platform adoption across multiple accounts, evidenced by usage data and customer‑reported outcomes
• Contributed at least one customer story or reference that supports Sales or Marketing activity
• Established a clear and productive working rhythm with your cross‑functional partners in Sales, Support, Services, and Product

Why Orbus

Headquartered in London, Orbus Software serves clients across finance, healthcare, government, and technology, with a strong and growing presence in North America, Europe, and Asia. In 2024 and 2025, we were named a Leader in the Gartner Magic Quadrant for Enterprise Architecture Tools. If you are curious, motivated, and ready to grow with a team that values clarity, collaboration, and purpose, we would love to meet you.

Perks & Benefits

We believe people do their best work when they're trusted, supported, and given the flexibility to succeed. Our benefits are designed to help you do great work while living a full life outside it.

Generous time off: Everyone gets at least 25 days of paid annual leave. Rest is not a reward. It is a prerequisite for high performance.

Supporting your future: We provide retirement, healthcare, life insurance, and other benefits that reflect local market practices wherever you work.

Flexibility that works: We come together in person 2 to 3 days each week in our London, Katowice, and Sydney hubs because some work is simply better face to face. The rest of the week, you have the flexibility to work where you're most productive.

Support for every life stage: Life doesn't stand still when you're building a career. We offer family leave, flexible working arrangements, and other support that varies by country to help you navigate life's important moments.

Our goal is simple: create an environment where talented people can do exceptional work, continue growing, and build a career they can be proud of.