Customer Success Manager

Location: East Coast, US (Remote)

Big Ideas. Real People.

At Orca, in the right environment and with the right team, talent has no boundaries. This team spirit, together with our drive to always aim high, has quickly earned us unicorn status and turned us into a global cloud security innovation leader. So if you’re ready to join an amazing team of people who inspire each other every day, now is the time to find your place in our pod.

We’re looking for driven and talented people like you to join our CS team and our mission to change the future of cloud security. Ready to dive in and swim with our pod? 

Highlights

• High-growth: Over the past Seven years, we’ve consistently achieved milestones that take other companies a decade or more. During this time, we’ve significantly grown our employee base, expanded our customer reach, and rapidly advanced our product capabilities.
• Disruptive innovation: Our founders saw that traditional security didn’t work for the cloud, so they set out to carve a new path. We’re relentless pioneers who invented agentless technology and continue to be the most comprehensive and innovative cloud security company.
• Well-capitalized: With a valuation of $1.8 billion, Orca is a cybersecurity unicorn dominating the cloud security space. We’re backed by an impressive team of investors such as Capital G, ICONIQ, GGV, and SVCI, a syndicate of CISOs who invest their own money after conducting their due diligence.
• Respectful and transparent culture: Our executives pride themselves on being accessible to everyone and believe in sharing knowledge with the employees. Each employee has a place in shaping the future of our industry.

About the role

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.

What you'll do

• 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. Ensuring that technical enablement ties to customer goals and helps them achieve their own business KPIs.
• 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 all the way up 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 Customer Success Playbooks, Journeys, and Best Practices.
• Become proficient in CS and Sales tools required to perform the role: e.g. Salesforce, Clari, Google Workspace, Slack, ChatGPT, Claude, etc.
• In your day to day with customers, you are the owner of the relationship, meaning that you understand your customer use cases, business outcomes, feature requests, escalation points, and key players at all times.

About you

• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud, etc.
• 5+ years of experience working with Cloud Security, CyberSecurity, or related SaaS products.
• 5+ years experience in customer success, account management, engagement management, or pre-sales roles related to driving positive customer outcomes and adoption. 
• Bachelor's degree or equivalent work experience.
• Ability to communicate, operate and communicate in various organizational levels both internally and externally.
• 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 Salesforce, Slack, ChatGPT, Claude, and related AI tools.
• Ability to travel 30%.

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.