Associate Customer Success Manager

Orca Security; Austin (TX); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health insurance

PTO

Hybrid/remote work

Equipment stipend

Cellular & home internet stipend

Global team collaboration

Job summary

Orca Security is seeking an Associate Customer Success Manager in Austin, TX to manage customer accounts, renewals, and drive customer success. You will be the primary contact, foster strong relationships, monitor progress with our cloud security platform, and identify upsell opportunities.

You will work with sales, support, product, and engineering to ensure customer outcomes, gather feedback, and deliver success plans.

Qualifications

• Bachelor's degree or equivalent work experience.
• 1+ years experience in customer success, account management, or engagement management.
• Experience with Cloud Security, CyberSecurity, or SaaS products.
• Ability to communicate across organizational levels.
• Knowledge of Cloud providers (AWS, Azure, Google Cloud).
• Familiarity with cloud security industry and environments.
• Thrives in a fast-paced environment.
• Excellent written and verbal communication, problem-solving.
• Passion for building relationships and driving renewals.
• Willingness to travel ~10%.

Responsibilities

• Serve as the primary contact for assigned customer accounts, building and maintaining relationships.
• Manage a high-volume portfolio of diverse customer accounts with competing priorities.
• Oversee contract renewals and ensure timely communication.
• Monitor customer progress and platform adoption; identify training needs and expansion opportunities.
• Collaborate with Sales to identify upsell opportunities and drive revenue.
• Act as trusted advisor to help customers achieve security goals and maximize value of Orca's platform.
• Respond to customer inquiries promptly to maintain satisfaction.
• Gather and analyze customer feedback and share insights with internal teams.
• Develop and deliver customer success plans and health check-ins.
• Advocate for customers with support, product, and engineering to resolve issues.
• Become proficient in CS and Sales tools (Salesforce, Clari, Gainsight, Google Workspace, Slack).
• Own the customer relationship, understanding use cases, outcomes, requests, and key players.

Skills

Customer success

Account management

Relationship building

Communication

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Salesforce

Clari

Gainsight

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: Austin, TX

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.

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

As an Associate Customer Success Manager at Orca Security, you will play a critical role in managing customer accounts, ensuring contract renewals, and driving customer success. You will be the primary point of contact for our customers, responsible for fostering strong relationships, monitoring their progress with our platform, and maximizing upsell opportunities. Your goal is to enable our customers to fully realize the value of Orca's security solutions and support them in achieving their security objectives.

What You'll Do

• Serve as the primary point of contact for assigned customer accounts, building and maintaining strong, long-lasting relationships
• Manage a high-volume portfolio of diverse customer accounts with competing priorities
• Manage and oversee contract renewals, ensuring timely communication and a smooth renewal process
• Monitor customer progress and platform adoption, proactively identifying areas where they may need additional support or training, or platform use case expansion
• Collaborate with the sales team to identify upsell opportunities and drive incremental revenue by aligning our solutions with customer needs
• Act as a trusted advisor, helping customers achieve their security goals and maximize the value of Orca Security's platform
• Respond to customer inquiries and concerns promptly, ensuring a high level of satisfaction and engagement
• Gather and analyze customer feedback, sharing insights with internal teams to improve our products and services
• Develop and deliver customer success plans and periodic health check-ins to ensure ongoing alignment with customer objectives
• Advocate for customers internally, coordinating with support, product, and engineering teams to resolve issues and enhance their experience
• Become proficient in CS and Sales tools required to perform the role: e.g. Salesforce, Clari, Gainsight, 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 You Bring

• Bachelor's degree or equivalent work experience
• 1+ years experience in customer success, account management, engagement management
• 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
• Experience with tools like Salesforce, Clari, and Slack
• Experience with AI tools - ChatGPT, Claude, etc.
• Ability to travel 10%

What We Offer

• Competitive salary, commission, and equity package
• Discounted medical, dental, and vision benefits with significant employer contribution
• Benefits coverage starting on your first day of employment
• Generous PTO with U.S. holidays observed and flexible hybrid & remote work environments
• Your choice of Mac or Windows laptop
• Work-from-home stipend to be used in your first month of employment
• Monthly reimbursement for cell phone and for home internet
• The chance to collaborate with a team of talented global colleagues all around the world

Annual Salary range: $50,000-$55,000 base salary and $10,000-$15,000 performance-based commissions. This represents the typical salary range for this position based on experience, skills, and other factors.

This position is open until filled. Applications will be accepted on an ongoing basis.

Orca Security is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.