Job Description

Customer Success Manager

Responsibilities: 
• Oversee the complete Customer Journey for a designated portfolio of clients. 
• Collaborate with Customer Success Engineers to identify and advance customer 
objectives, operational strategies, outcomes, and value. Ensure that technical 
enablement aligns with customer goals and supports their business KPIs. 
• Develop and implement Customer Success Plans that promote adoption and 
deliver value. 
• Act as a trusted advisor, keeping customers informed about upcoming product 
changes and enhancements while representing their voice internally. 
• Engage with customer stakeholders, executive sponsors, and partners to 
generate business value and promote expansion. Foster strong relationships 
across all organizational levels, from practitioners to the C-suite, and proactively 
reach out to other business units and executives to broaden Orca’s reach. 
• Identify risks, manage escalations, and collaborate across various teams within 
Orca. 
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews 
(QBRs). 
• Manage customer renewal opportunities and collaborate with Account 
Executives on expansion prospects. 
• Contribute to the development and enhancement of Customer Success 
Playbooks, Journeys, and Best Practices. 
• Gain proficiency in the Customer Success and Sales tools necessary for the role, 
including Salesforce, Clari, ChurnZero, Google Workspace, Slack, and others.

Requirements: 
• 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, 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 pace, 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.
• Experience with tools like Salesforce, ChurnZero, Gainsight and Slack.
• Ability to travel 30%