Customer Success Specialist

Location: India (remote).

Big Ideas. Real People.

At Orca, we believe that in the right environment and with the right team, talent has no boundaries. This team spirit, together with our drive to always aim high, have quickly earned us unicorn status and turned us into a global cloud security innovation leader. So if you’re ready to join an amazing team of people who inspire each other every day, now is the time to find your place in our pod. We’re looking for driven and talented people like you to join our Customer Success team and our mission to change the future of cloud security!

Highlights: 

• High-growth: In just 6 years, we’ve reached milestones that take other companies a decade or more. In the last two years, we’ve doubled our employee count, tripled our customer count, and rapidly expanded our product capabilities.
• Disruptive innovation: Our founders saw that traditional security didn’t work for the cloud—so they set out to carve a new path. We’re relentless pioneers who invented agentless technology and continue to be the most comprehensive and innovative cloud security company. 
• Well-capitalized: With a valuation of $1.8 billion, Orca is a cybersecurity unicorn dominating the cloud security space. We’re backed by an impressive team of investors such as Capital G, ICONIQ, GGV, and SVCI, a syndicate of CISOs who invest their own money after conducting their due diligence. 
• Respectful and transparent culture: Our executives pride themselves on being accessible to everyone and believe in sharing knowledge with the employees. Each employee has a place in shaping the future of our industry.

About the role:
As a Customer Success Specialist at Orca Security, you will play a critical role in managing customer accounts, ensuring contract renewals, and driving customer success. You will be the primary point of contact for our customers, responsible for fostering strong relationships, monitoring their progress with our platform, and maximizing upsell opportunities. Your goal is to enable our customers to fully realize the value of Orca’s security solutions and support them in achieving their security objectives.

You will be responsible for:

• Serve as the primary point of contact for assigned customer accounts, building and maintaining strong, long-lasting relationships.
• 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.

About you:

• Experience: 2-3 years in customer success, account management, or a related role, preferably in the software or cybersecurity industry.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Customer-Centric Mindset: A passion for delivering exceptional customer experiences and building lasting relationships.
• Analytical Skills: Strong ability to analyze data and customer needs, monitor progress, and identify opportunities for growth and improvement.
• Proactivity: A self-starter with the ability to anticipate customer needs and take initiative.
• Collaboration: Strong team player who can work cross-functionally with sales, support, and product teams.
• Technical Aptitude: Comfortable discussing technical concepts and understanding how they apply to customer needs; prior experience with SaaS or security platforms is a plus.
• Organizational Skills: Excellent time management and organizational abilities, with a proven ability to manage multiple accounts and priorities simultaneously.