[Hiring] Customer Success Manager @Orca Security

Role Description

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.

• 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.
• 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 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 to Customer Success Playbooks, Journeys, and Best Practices.
• Become proficient in CS and Sales tools required to perform the role: e.g. Salesforce, Clari, ChurnZero, Google Workspace, Slack, etc.
• Understand customer use cases, business outcomes, feature requests, escalation points, and key players at all times.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years experience in customer success, account management, engagement management, or pre-sales roles related to driving positive customer outcomes and adoption.
• 5+ years of experience working with Cloud Security, CyberSecurity, or SaaS products.
• Professional level Portuguese, Spanish, and English - both written and verbal.
• Ability to communicate, operate and communicate in various organizational levels both internally and externally.
• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud.
• 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-paced, dynamic environment.
• Excellent written, verbal communication skills, & problem-solving skills.
• 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 tools like Salesforce, ChurnZero, Gainsight, and Slack.
• Ability to travel 30%.

Company Description

Orca Security is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.