Remote Founding Customer Success Manager

Summary

The job is for a Customer Success professional at Orb, a fast-growing SaaS company that provides infrastructure to help businesses monetize their software. The role involves designing and executing strategic initiatives, hiring and managing a team of technical support engineers, driving value for customers, identifying customer trends, and collaborating with cross-functional teams.

Requirements

• At least 5+ years of overall work experience in the SaaS or enterprise software industry
• At least 2+ 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
• Experience working with large and complex accounts

Responsibilities

• Design and execute strategic initiatives aimed at founding and evolving the CS programs at Orb
• Hire and manage a team of technical support engineers to build a best-in-class customer experience
• Drive value and measurable customer outcomes through the use of the Command of the Message framework
• Collaborate with technical ICs, champions, and customer leadership to drive effective multi-stakeholder collaboration
• Learn and communicate technical and domain-specific product concepts fluently. Generate high-quality content including trainings, talks, blog posts, and product documentation
• 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

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