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Orca Security is a $1.8B cloud security unicorn seeking a Customer Success Manager to join their Singapore office. You will manage the entire customer journey for an assigned portfolio, partnering with customers to meet their security objectives, drive adoption, and expand their product footprint.
Key responsibilities include:
- Managing the complete customer lifecycle for assigned accounts, from onboarding through renewal and expansion
- Partnering with Customer Success Engineers to identify and drive customer objectives, operationalization, and measurable outcomes tied to customer business KPIs
- Defining and executing Customer Success Plans that drive both adoption and demonstrated value
- Serving as a trusted advisor, communicating product changes and enhancements while acting as the internal voice of the customer
- Building strong relationships across all organizational levels (practitioner to C-suite) and proactively identifying expansion opportunities
- Managing escalations and collaborating cross-functionally within Orca
- Leading Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs)
- Owning customer renewal opportunities and partnering with Account Executives on expansion
- Contributing to the development of Customer Success playbooks, journeys, and best practices
- Becoming proficient in CS and sales tools (Salesforce, Clari, ChurnZero, Google Workspace, Slack)
- Maintaining deep knowledge of customer use cases, business outcomes, feature requests, escalation points, and key stakeholders
Orca is a high-growth, well-capitalized cloud security leader backed by Capital G, ICONIQ, GGV, and a syndicate of CISOs. The company pioneered agentless cloud security technology and continues to innovate in the space. The culture emphasizes transparency, accessibility, and employee empowerment.
Requirements:
- Bachelor's degree or equivalent work experience
- 5+ years in customer success, account management, engagement management, or pre-sales roles focused on driving positive customer outcomes and adoption
- 5+ years working with Cloud Security, Cybersecurity, or SaaS products
- Fluent Mandarin speaker (required)
- Knowledge of modern cloud infrastructure providers (AWS, Microsoft Azure, Google Cloud)
- Experience in the cloud security industry
- Familiarity with cloud technology, environments, and associated security challenges
- Ability to communicate effectively across various organizational levels internally and externally
- Excellent written and verbal communication and problem-solving skills
- Ability to thrive in a fast-paced, dynamic environment
- Passion for creating and maintaining relationships
- Ability to manage competing priorities
- Demonstrated passion for driving customer success resulting in renewals, upsells, and retention
- AI proficiency
- Ability to travel 30%
