Customer Success Engineer

Summary

Join Orb's burgeoning Success team as one of the founding Customer Success Engineers! You will be responsible for onboarding and renewing customers, building relationships to expand to new use cases, and ensuring customers gain maximum value from the service. You will work closely with Solutions, Support, and Product teams to provide a world-class customer experience and translate customer requirements into actionable product features. This role requires 5+ years of customer-facing experience in high-growth SaaS or B2B startups, excellent communication skills, and knowledge of cloud architectures and data infrastructure technologies. Orb offers a competitive compensation package and benefits, including 100% medical coverage for you and dependents, unlimited PTO, 16 weeks of paid parental leave, and more.

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

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 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

• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue
• Functional knowledge of SQL

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