Senior Customer Success Manager

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

📋 Description

• Establish and nurture reliable relationships with senior stakeholders across your account portfolio, positioning yourself as a strategic advisor in enterprise architecture and digital transformation.

• Create and uphold clear success plans for each account, aligning OrbusInfinity with the customer’s strategic objectives and regularly reviewing progress.

• Manage the customer journey from onboarding to renewal, ensuring customers achieve quantifiable outcomes at every phase.

• Promote deeper platform adoption by identifying gaps in customer usage of OrbusInfinity and providing targeted enablement, training, and guidance.

• Customize product demonstrations and capability overviews to align with each customer’s unique use cases and maturity level.

• Oversee renewal outcomes throughout your portfolio, showcasing ongoing value and ensuring strong net revenue retention.

• Collaborate with Sales to identify and facilitate expansion opportunities within existing accounts.

• Work in close partnership with Support, Services, and Product teams to swiftly resolve customer issues and effectively advocate for customer needs.

• Contribute to internal feedback mechanisms that enhance customer experience and inform product development.

⛳️ Requirements

• Proven experience in a Customer Success, Account Management, Implementation, or Professional Services role, dealing with complex, high-touch enterprise accounts.

• A history of establishing trusted relationships with senior stakeholders and influencing outcomes without direct authority.

• Commercial acumen, with experience in owning or contributing to renewal and expansion results.

• Technical proficiency and the ability to articulate product capabilities as business value for non-technical stakeholders.

• Exceptional communication skills across various levels of seniority, from practitioners to C-suite executives.

• Strong sense of ownership and judgement - you prioritize your tasks, anticipate challenges, and follow through independently.

• Preferred: Experience in a fast-growing SaaS or enterprise technology setting.

• Familiarity with Salesforce and Gainsight, or similar CRM and Customer Success platforms.

• Exposure to enterprise architecture, IT strategy, or digital transformation initiatives.

🏝️ Benefits

• Generous time off: Everyone receives a minimum of 25 days of paid annual leave.

• Supporting your future: We offer retirement plans, healthcare, life insurance, and other benefits that align with local market practices wherever you are located.

• Flexibility that works: We meet in person 2 to 3 days each week at our London, Katowice, and Sydney hubs, as some collaboration is better face to face. For the rest of the week, you can choose where you work best.

• Support for every life stage: Life continues to evolve as you build your career. We provide family leave, flexible working arrangements, and additional support that varies by country to help you navigate significant life events.