Customer Success Manager

Orca Security; Oregon; Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

Equity

Remote-friendly environment

Laptop provided

Work-from-home stipend

Cell phone reimbursement

Home internet reimbursement

Generous PTO and US holidays

Job summary

Orca Security seeks a driven Customer Success Manager to own the customer journey across a portfolio, collaborating with CS Engineers to reach business outcomes and value. You will communicate upcoming product changes, align with customer KPIs, and drive adoption and expansion in a fast-paced cloud security environment.

You will build relationships across all levels from practitioners to the C-suite, manage risks, and lead executive reviews.

Qualifications

• Knowledge of modern Cloud Infrastructure providers (AWS, Azure, Google Cloud).
• 5+ years in Cloud Security, CyberSecurity, or related SaaS products.
• 5+ years in customer success, account management, or related roles.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Manage the entire Customer Journey for an assigned portfolio.
• Partner with CS Engineers to drive customer outcomes and value.
• Define and execute Customer Success Plans to drive adoption and value.
• Be a trusted advisor, communicating product changes and customer needs.
• Lead Executive Business Reviews and Quarterly Business Reviews.
• Own renewal opportunities and collaborate on expansions.
• Build relationships across all organizational levels, including C-suite.
• Identify risks, manage escalations, and collaborate cross-functionally.
• Proficiently use CS and Sales tools to perform day-to-day tasks.

Skills

Cloud security knowledge

Customer success experience

Communication skills

Relationship-building

Prioritization skills

Problem-solving

Travel ability

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Salesforce

Slack

ChatGPT

Claude

Job description

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.

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 grew 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.

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 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.