Senior Customer Success Manager

Orum ?; United States; Remote; USD 108,000 - 132,000; Full time

Benefits offered by this job

Flexible Vacation Policy

Meaningful stock options

90% healthcare coverage

Paid holidays

Equipment reimbursement

Company retreats

Job summary

A leading technology company is looking for a Senior Customer Success Manager to oversee the entire post-sale customer journey. This role involves building relationships with key customers, guiding them to unlock the full value of the product, and ensuring their success throughout their lifecycle. The ideal candidate has over 5 years of experience in a B2B SaaS environment and strong communication skills. This position offers flexibility to work from anywhere in the United States.

Qualifications

• 5+ years of experience in a Customer Success role within a B2B SaaS environment.
• Proven success managing enterprise-level accounts and driving customer outcomes.
• Comfortable working independently in a fast-moving environment.

Responsibilities

• Become a strategic advisor for your customers by understanding their goals.
• Help customers unlock the full value of Orum through best practices.
• Build relationships with key stakeholders across accounts.

Skills

Customer Success

Communication skills

Proactive execution

Data-driven conversation

Customer lifecycle management

Tools

Salesforce

Gainsight

Zendesk

HubSpot

Job description

Overview

The Customer Success Team’s Mission is to empower our customers to connect with their prospects—and each other—in a more personal, human way. We partner with customers to understand their business, proactively solve challenges, and fuel innovation and transformation using Orum. We’re here to make sure our customers don’t just use Orum—we thrive with it.

As a Senior Customer Success Manager, you’ll own the entire post-sale customer journey—from onboarding and adoption to expansion and renewals. Think of this role as part mentor, part strategist, part product expert, and always a trusted partner. You’ll work cross-functionally with Sales, Product, and Enablement to deeply understand your customers’ goals, design success plans, and ensure they’re continuously realizing value from Orum. Your success is measured by theirs—and you’re just as obsessed with outcomes as they are.

Salary: OTE is $120,000. If you\'re selected, we\'ll make an offer that matches the experience you\'re coming with.

What You\'ll Do

• Become a strategic advisor for your customers by understanding their goals, success metrics, and growth initiatives
• Help customers unlock the full value of Orum through best practices, proactive guidance, and tailored solutions
• Build deep relationships with key stakeholders, including executives, across your accounts
• Identify risks early and rally internal teams to ensure successful outcomes
• Stay up-to-date on Orum’s product and help customers adopt new features with confidence
• Deliver consistent communication on customer health, goals, and progress
• Create internal and external documentation, including customer success stories, onboarding templates, and best practices
• Manage a portfolio of customers, driving retention and growth

What We\'re Looking For

• Based in the United States
• 5+ years of experience in a Customer Success role within a B2B SaaS environment
• Proven success managing enterprise-level accounts and driving customer outcomes
• Excellent written and verbal communication skills in English
• Comfortable working independently and navigating ambiguity in a fast-moving environment
• Strong bias toward proactive execution and ownership over reactive support
• Hands-on experience with common customer success and sales tools (e.g., Salesforce, Gainsight, Zendesk, HubSpot)
• Confident using data to drive conversations, measure success, and guide strategic decisions
• Deep understanding of customer lifecycle management, including onboarding, adoption, expansion, and renewal
• Core Working Hours: PT - ET hours

Bonus

• Background in Sales Development or a related sales function

Benefits

• Flexibility to work anywhere in the US
• Flexible Vacation Policy
• Meaningful stock options in Orum
• 30+ paid holidays annually, including observed holidays, the first Friday of every month off and a two-week year-end holiday break
• 90% coverage for employees and dependents for healthcare, dental, and vision insurance plans
• Maternity + Paternity leave
• Comprehensive Life & Disability package
• $1k equipment reimbursement for work-related items that\'s yours to keep
• Company retreats and meetups for all employees to connect in person
• Company ERG - Women Of Orum (WOO)

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Transportation, Logistics, Supply Chain and Storage

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