Customer Success Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the complete customer journey for a designated portfolio of clients.

• Collaborate with Customer Success Engineers to pinpoint and drive customer objectives, operationalization, outcomes, and value.

• Ensure that technical enablement is in line with customer goals and business KPIs.

• Develop and implement Customer Success Plans that enhance adoption and deliver value.

• Act as a trusted advisor by communicating product modifications and enhancements, while representing the customer within the organization.

• Engage with customer stakeholders, executive sponsors, and partners to create business value and facilitate expansion.

• Establish relationships across customer organizations, from practitioners to C-suite executives.

• Proactively involve other business units and executives to broaden Orca’s presence.

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

• Lead Executive Business Reviews and Quarterly Business Reviews.

• Manage customer renewal opportunities and collaborate with Account Executives on expansion prospects.

• Contribute to the development of Customer Success Playbooks, Journeys, and Best Practices.

• Utilize Customer Success and Sales tools such as Salesforce, Clari, ChurnZero, Google Workspace, and Slack.

• Maintain customer relationships and keep informed about use cases, business outcomes, feature requests, escalation points, and key stakeholders.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• At least 5 years of experience in customer success, account management, engagement management, or pre-sales roles focused on achieving positive customer outcomes and driving adoption.

• Over 5 years of experience with Cloud Security, CyberSecurity, or SaaS products.

• Capability to communicate and operate effectively at various organizational levels, both internally and externally.

• Understanding of modern cloud infrastructure providers, including AWS, Microsoft Azure, and Google Cloud.

• Knowledge and experience in the Cloud Security sector.

• Familiarity with cloud technology and environments, encompassing cloud benefits and security challenges.

• Ability to excel in a fast-paced, dynamic environment.

• Strong written and verbal communication skills, along with effective problem-solving abilities.

• Proficient in building and maintaining relationships within a close-knit community culture.

• Skilled at managing competing priorities.

• Enthusiasm for driving customer success that leads to renewals, expansion, and retention.

• Proficiency in AI technologies.

• Willingness to travel 30% of the time.

🏝️ Benefits

• Environment of a high-growth company.

• Innovative and disruptive agentless cloud security technology.

• Culture that values respect and transparency.

• Accessible executives and a culture of employee knowledge sharing.

• Opportunity to influence the future of the industry.