Customer Success Manager
| Company | Orb |
|---|---|
| Location | New York, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 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!
Responsibilities
- 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, 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
Preferred Qualifications
- Take initiative and are capable of learning new technologies / systems / features with little guidance
- Have a history of using data to drive improvements in customer experience, product quality or operational efficiency
- Demonstrate a forward-thinking mindset in leveraging new technology to augment customer success