Customer Success Associate – Hybrid, Upsell & Renewals

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

Benefits offered by this job

Competitive salary, commission, and co

Discounted medical, dental, and vision

Benefits coverage from day one

Generous PTO with holidays + hybrid/rt

Mac or Windows laptop

Work-from-home stipend

Monthly cell phone & home internet Re

Global team collaboration

Job summary

Orca Security is seeking an Associate Customer Success Manager in Austin to own relationships, oversee renewals, and drive upsell opportunities across a high-volume portfolio of cloud security customers.

You will be the primary contact for customers, monitor adoption, coordinate with sales and product teams, and help customers realize the full value of Orca’s platform in a fast-paced, collaborative environment.

Qualifications

• 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.
• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud.
• Knowledge of and experience working in the Cloud Security industry.
• 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 travel 10%.

Responsibilities

• 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, understanding use cases and key players at all times

Skills

Customer success

Account management

Engagement management

Cloud Security

SaaS products

Communication skills

Travel 10%

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

Clari

Gainsight

Google Workspace

Slack

AI tools (ChatGPT, Claude)

Job description

Orca Security is seeking an Associate Customer Success Manager in Austin to own relationships, oversee renewals, and drive upsell opportunities across a high-volume portfolio of cloud security customers.

You will be the primary contact for customers, monitor adoption, coordinate with sales and product teams, and help customers realize the full value of Orca’s platform in a fast-paced, collaborative environment.