Head of Customer Success, Orb
$210-230k
OTE
+ Equity
Purpose-built platform for flexible pricing models
Job no longer available
Purpose-built platform for flexible pricing models
21-100 employees
Job no longer available
$210-230k
OTE
+ Equity
21-100 employees
Company mission
To provide every business with the infrastructure to unlock their revenue.
Role
Who you are
- At least 8+ years of overall work experience in the SaaS or enterprise software industry, with experience working on technical products that target an engineering buyer
- At least 3+ years of previous leadership in the Customer Success, Technical Account Management, or Customer Support categories
- Experience in recruiting, enabling, and managing a team of CS and Support professionals
- Excellence at cross-functional collaboration and building strong relationships with peer leaders
- Strong preference for candidates based in San Francisco
What the job involves
- The Head of Customer Success will be a key member of the leadership team, reporting directly to the CEO. This role is responsible for building the Customer Success and Support areas to craft a best-in-class customer experience that drives net revenue retention and successful customers
- Customer Success program building: design and execute strategic initiatives aimed at founding and evolving the CS programs at Orb, with a focus on predictably increasing NRR, expansion, and adoption
- Support program building: hire and manage a team of technical support engineers to build a best-in-class customer experience that builds trust every step of the way. Shape a service culture that communicates thoughtfully with our customers’ engineering and finance teams and helps shape product improvements
- Develop, automate, and scale customer lifecycle events including kickoff, onboarding, executive business reviews, new feature announcements, adoption, and contractual capacity planning
- Through the use of the Command of the Message framework, drive value and measurable customer outcomes. Consult with technical ICs, champions, and customer leadership to drive an effective multi-stakeholder collaboration
- Learn and communicate technical and domain-specific product concepts fluently. Help to maintain a high bar for product mastery. Generate high-quality content including trainings, talks, blog posts, and product documentation
- Identify and surface broad customer trends and data in internal meetings. Partner with Sales and Marketing to ensure the full customer lifecycle is cohesive, thoughtful, and measured
Our take
Orb founders Morales and Grover worked together as engineering leaders at Asana for five years, and during their time at the company they witnessed a plethora of changes to pricing and packing. The major changes were a burden not only for the financing team, but for the engineers themselves.
Realising they wanted more flexibility over how software-as-a-service (SaaS) products are billed and monetised, the pair developed Orb. It's a cloud-based software platform helping businesses create and manage pricing models, with a specific focus on helping businesses that are seeking flexible pricing options for their customers, such as subscription-based services or pay-as-you-go models.
Orb is backed by a number of investment organisations as well as founders and executives at the forefront of enterprise software. It expanded its team in 2023 and, in 2024, enjoyed $24 million in funding to accelerate its mission. It's now well-equipped to fulfil its vision of leveraging software so companies can be at their most effective.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2024
$25m
SERIES B
Mar 2023
$14m
SERIES A
Total funding: $44m
Company benefits
- Medical insurance - 100% coverage for you and dependents
- Dental, vision, and life insurance
- Unlimited PTO, with 15 days minimum encouraged
- 401k plan
- 16-week paid parental leave with equity vesting
- Commuter stipend
- Catered lunches in the office
Company HQ
SoMa, San Francisco, CA
Leadership
Alvaro Morales
(Co-Founder & CEO)Previously a Software Engineer and Engineering Manager at Asana. Graduated from the Massachusetts Institute of Technology with a Master in Computer Science.
Kshitij Grover
(Co-Founder & CTO)Began their career as a Software Engineer Intern at Apple and Facebook before becoming a Software Engineer at Asana.
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