Founding Customer Success Manager
July 27
🏡 Remote – New York
Description
• 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.
Requirements
• At least 5+ years of overall work experience in the SaaS or enterprise software industry, with experience working on technical products. • At least 2+ 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. • Experience working with large and complex accounts. • Excellence at cross-functional collaboration and building strong relationships with peer leaders.
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
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