Customer Success Manager, Orb

• 5+ years of customer-facing experience in high growth SaaS and/or B2B startups
• Excellent communication and interpersonal skills, with the ability to effectively convey complex concepts to technical and non-technical stakeholders
• Knowledge of cloud architectures and data infrastructure technologies
• Executive presence and instinct with VPs & C-level, while also delivering personal interactions to practitioners in the day to day
• Experience with managing several personae within an account as you will interact with Billing Engineers, BizOps, PMs, Finance and Execs
• Curious, politely persistent, able to break through vendor fatigue with key contacts
• Consultative mindset, always looking to advise on a more efficient and better way to operate
• Proven track record in planning and executing successful Business Reviews and Health Checks
• Ability to work US east coast business hours
• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!
• Functional knowledge of SQL is also a plus!

Desirable

• We are looking for a unique person seeking the chance to join our burgeoning Success team
• As one of our Customer Success Managers, you will be responsible for onboarding and renewing customers, while building relationships to expand to new use cases over time
• You’ll work closely with the Solutions, Support and Product teams to provide a world-class customer experience
• This will include ensuring customers gain maximum value from the service, that there is a smooth handoff between Sales and Post-Sales, that ongoing support is delivering great outcomes, and that customer feedback and pain points are making their way back to the product teams
• This is achieved by working closely with PMs and Engineering to translate customer requirements into actionable product features and enhancements
• Orb is an engineering-driven culture, the product is deeply technical, and you will engage closely with engineers on the customer’s side to onboard Orb
• We are looking for someone based in the New York City area who can join us in our Brooklyn office 3x per week
• Manage the customer relationship post-contract signing, including owning accountability for achieving timely Deployment and Adoption during onboarding
• Forecast renewals with high accuracy and a plan to mitigate risk
• Conducting Health Checks and Business Reviews to ensure our customers achieve great ROI and have a high likelihood of renewing and expanding
• Engage with Product on customer requests, helping to prioritize while wearing both a customer and company hat
• Understand customer requirements requirements, analyze business processes, identify and advise on opportunities for them to leverage Orb
• Advocate strategically for wider adoption of the Orb platform with customers not taking full advantage of our capabilities
• Become an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based Billing