Associate Customer Success Manager

Summary

Orca Security is a cloud security innovation company focused on helping organizations protect their cloud environments. The Associate Customer Success Manager will manage customer accounts, support contract renewals, drive platform adoption and upsell opportunities, and act as a trusted advisor to help customers achieve their security objectives.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts, building and maintaining strong, long-lasting relationships
• Manage a high-volume portfolio of diverse customer accounts with competing priorities
• Manage and oversee contract renewals, ensuring timely communication and a smooth renewal process
• Monitor customer progress and platform adoption, proactively identifying areas where they may need additional support or training, or platform use case expansion
• Collaborate with the sales team to identify upsell opportunities and drive incremental revenue by aligning our solutions with customer needs
• Act as a trusted advisor, helping customers achieve their security goals and maximize the value of Orca Security’s platform
• Respond to customer inquiries and concerns promptly, ensuring a high level of satisfaction and engagement
• Gather and analyze customer feedback, sharing insights with internal teams to improve our products and services
• Develop and deliver customer success plans and periodic health check-ins to ensure ongoing alignment with customer objectives
• Advocate for customers internally, coordinating with support, product, and engineering teams to resolve issues and enhance their experience
• Become proficient in CS and Sales tools required to perform the role: e.g. Salesforce, Clari, Gainsight, Google Workspace, Slack, etc
• In your day to day with customers, you are the owner of the relationship, meaning that you understand your customer use cases, business outcomes, feature requests, escalation points, and key players at all times

Skills

• Bachelor's degree or equivalent work experience
• 1+ years experience in customer success, account management, engagement management
• Experience working with Cloud Security, CyberSecurity, or SaaS products
• Ability to communicate, operate and communicate in various organizational levels both internally and externally
• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud
• Knowledge of and experience working in the Cloud Security industry
• Familiarity with cloud technology and environments, along with the benefits and security challenges of working in the cloud
• Thrive in a fast pace, dynamic environment
• Excellent written, verbal communication skills, & problem-solving skills
• A passion for creating and maintaining relationships, while working in a tight-knit community culture
• Ability to manage competing priorities
• Passion for driving customer success that results in renewals, upside, and retention
• Experience with tools like Salesforce, Clari, and Slack
• Experience with AI tools - ChatGPT, Claude, etc
• Ability to travel 10%

Qualifications

Must Haves

• Bachelor's degree or equivalent work experience
• 1+ years experience in customer success, account management, engagement management
• Experience working with Cloud Security, CyberSecurity, or SaaS products
• Ability to communicate, operate and communicate in various organizational levels both internally and externally
• Knowledge of modern Cloud Infrastructure providers such as AWS, Microsoft Azure, Google Cloud
• Knowledge of and experience working in the Cloud Security industry
• Familiarity with cloud technology and environments, along with the benefits and security challenges of working in the cloud
• Thrive in a fast pace, dynamic environment
• Excellent written, verbal communication skills, & problem-solving skills
• A passion for creating and maintaining relationships, while working in a tight-knit community culture
• Ability to manage competing priorities
• Passion for driving customer success that results in renewals, upside, and retention
• Experience with tools like Salesforce, Clari, and Slack
• Experience with AI tools - ChatGPT, Claude, etc
• Ability to travel 10%

Benefits

• Competitive commission and equity package
• Discounted medical, dental, and vision benefits with significant employer contribution
• Benefits coverage starting on your first day of employment
• Generous PTO with U.S. holidays observed
• Flexible hybrid and remote work environments
• Your choice of Mac or Windows laptop
• Work-from-home stipend to be used in your first month of employment
• Monthly reimbursement for cell phone and home internet
• $10,000-$15,000 performance-based commissions