[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 and enhancements.
• Work with customer stakeholders, executive sponsors, and partners to drive business value and expansion.
• Identify risks, manage escalations, and collaborate cross-functionally within Orca.
• Lead Executive Business Reviews (EBRs) & Quarterly Business Reviews (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.
• Ability to communicate and operate at 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.
• 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.
• AI proficiency.
• Ability to travel 30%.

Company Description

• High-growth: Over the past seven years, we’ve consistently achieved milestones that take other companies a decade or more.
• Disruptive innovation: Our founders saw that traditional security didn’t work for the cloud, so they set out to carve a new path.
• Well-capitalized: With a valuation of $1.8 billion, Orca is a cybersecurity unicorn dominating the cloud security space.
• Respectful and transparent culture: Our executives pride themselves on being accessible to everyone and believe in sharing knowledge with the employees.