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Head of Customer Success and Growth

2 months ago

San Francisco, California, United States Orb Full time
About the Role

We are seeking a highly experienced and strategic leader to join our team as the Head of Customer Success and Growth. This role will be responsible for building and leading our Customer Success and Support teams to deliver a best-in-class customer experience that drives net revenue retention and successful customers.

Key Responsibilities
  • 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.
  • Customer Lifecycle Events: Develop, automate, and scale customer lifecycle events including kickoff, onboarding, executive business reviews, new feature announcements, adoption, and contractual capacity planning.
  • Value and Measurable Customer Outcomes: Drive value and measurable customer outcomes through the use of the Command of the Message framework. Consult with technical ICs, champions, and customer leadership to drive an effective multi-stakeholder collaboration.
  • Product Mastery: 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.
  • Cross-Functional Collaboration: 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.
About You
  • At least 8+ years of overall work experience in the SaaS or enterprise software industry, with experience working on technical products that target an engineering buyer.
  • At least 3+ 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.
  • Excellence at cross-functional collaboration and building strong relationships with peer leaders.
  • Strong preference for candidates based in San Francisco.
About Orb

Orb is a rapidly growing software company that is revolutionizing the way businesses approach revenue growth and customer success. We are a team of dedicated and kind individuals who care deeply about solving what is one of the most mission-critical problems for any business.

We are not a culture of long hours, but we approach our work with intensity and a sense of urgency. With a product like ours, minutes matter: we can help accelerate other businesses tremendously if we're focused on building quickly while maintaining critical attention to detail. When we're 'on', we're on; we work hard, then we go home.

We will focus on setting you up for success, with the right expectations and enablement. We coach on outcomes, not inputs or style. We show up for each other with kindness, which earns us the ability to have difficult conversations with trust by default and openness to feedback.

We value in-person collaboration and 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.

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