Customer Success Manager

Orcasecurity; Austin (TX); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health benefits

Generous PTO

Remote work stipend

Job summary

Orca Security in Austin, TX seeks a Customer Success Manager to partner with customers, drive adoption and value, and expand product footprint. You will own the customer journey, lead executive reviews, and work with cross-functional teams to ensure success.

You will engage stakeholders at all levels, including C-suite, and leverage Salesforce, Clari, and AI tools to maximize outcomes. This role supports a flexible hybrid/remote environment.

Qualifications

• Bachelor's degree or equivalent work experience.

Responsibilities

• Manage the entire Customer Journey for an assigned portfolio of Customers.
• Partner with Customer Success Engineers to identify and drive customer objectives and value.
• Define and execute Customer Success Plans to drive adoption and value.
• Be a trusted advisor, communicating product changes and customer needs.
• Collaborate with executives to drive business value and expansion.
• Identify risks, manage escalations, and collaborate cross-functionally.
• Lead Executive Business Reviews (EBRs) & Quarterly Business Reviews (QBRs).
• Own renewal opportunities and partner on expansion.
• Contribute to maturity of CS Playbooks and Journeys.

Skills

Cloud Security

Customer Success

Account Management

Effective Communication

Travel 30%

Sales Tools

Education

Bachelor's degree or equivalent

Tools

Salesforce

Clari

Google Workspace

Slack

ChatGPT

Claude

Job description

Location: Austin, TXBig 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 Sales team and our mission to change the future of cloud security. 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:

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.

• Identify risks, manage escalations, and collaborate cross-functionally within Orca.

• Lead Executive Business Reviews (EBRS) & Quarterly Business Review (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, Google Workspace, Slack, ChatGPT, Claude, 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:

• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud, etc.

• 5+ years of experience working with Cloud Security, CyberSecurity, or related SaaS products.

• 5+ years experience in customer success, account management, engagement management, or pre-sales roles related to driving positive customer outcomes and adoption.

• Bachelor's degree or equivalent work experience.

• Ability to communicate, operate and communicate in various organizational levels both internally and externally.

• 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 Salesforce, Slack, ChatGPT, Claude, and related AI tools.

• Ability to travel 30%.

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: $100,000 - $120,000 base salary and $20,000 - $30,000 **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.*