Customer Success Manager

4 weeks ago

New York, United States Orb Full time
About Orb

Orb is on a mission to revolutionize billing infrastructure for the modern era of AI and software. We empower businesses to align their monetization with product usage-whether through seats, consumption, feature limits, or hybrid pricing models. Our developer-first, data-driven approach enables companies to automate their billing processes and adapt their pricing strategies with ease.

With Orb, revenue workflows are seamless for every team: developers love our intuitive API and extensibility, product managers iterate on pricing and packaging faster, finance teams gain fine-grained reporting for revenue recognition, and customer-facing teams build trust through billing transparency. Companies like Vercel, Pinecone, and Replit rely on Orb to power their most critical revenue initiatives.

Backed by $44.1 million in funding from top investors like Mayfield, Menlo Ventures, and Greylock, we're building a hybrid, in-office culture in downtown San Francisco (3 days/week). Our team thrives on collaboration, focus, and kindness, with a shared commitment to solving high-impact problems for our customers. At Orb, every team member drives meaningful impact, and we're just getting started.

About the role:

We are looking for a unique person seeking the chance to join our burgeoning Success team As one of the founding 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.

*While the role is remote, we are looking for someone based in the New York City area.

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-thinking mindset in leveraging new technology to augment customer success
Please note: We value in-person collaboration and have built a hybrid, in office culture with 3 days/week at our HQ in downtown San Francisco. We see it as a way to achieve our mission faster, in an environment of rapid ideation, strong alignment, and that energy that makes work more fun. Unless specifically noted in the job above, please plan to join us in person in San Francisco.

Benefits
  • Excellent medical, dental, and vision insurance - 100% coverage for you and dependents
  • Unlimited PTO (with 15 days minimum encouraged) plus one week of time off during the last week of December
  • 401k plan
  • 16-week paid parental leave with equity vesting
  • Commuter stipend
  • Catered lunches in the office
  • Meaningful equity in the form of stock options and a unique ten-year exercise window


Equal Opportunity Employer

We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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