Customer Success Manager - San Francisco HQ

Customer Success Manager - San Francisco HQ About Orb: We're a team that cares deeply about the work, the people we do it with, and the customers we do it for. Everyone at Orb has real ownership over their work, direct access to customers, and a voice in how the company grows. We're at a stage where the decisions you make today show up in the product tomorrow. The problems are genuinely interesting and you'll be surrounded by people who are thoughtful, ambitious, and fun to work with. For SF Bay Area and NYC residents, we've built a hybrid work culture where we are in office 3 days a week. For remote roles, we ask you to join us in person once a quarter. Our values, customer centricity, minutes matter, run with it, and attention to detail shape how we work and grow as a team. About the role: 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. In this role you will: - 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 About you: - 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! You might be a good fit if you: - 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 ... (truncated, view full listing at source)