Head of Customer Success

Mission

Orb is on an ambitious mission to provide every business with the infrastructure to unlock their revenue. Best-in class businesses find ways to effectively align their monetization to product usage—whether that's through seats, consumption, feature limits, or usage-based tiers. Orb brings that opportunity to every software company.

We are reimagining billing and invoicing for this era of hybrid pricing in software. Billing is no longer just a finance problem, but also a high-stakes engineering observability problem that customers urgently need solved. At Orb, we take a developer-first, data infrastructure approach to this problem. We make it possible for companies to fully automate their current billing process, and to evolve their monetization strategy over time.

Orb supports the end-to-end workflow for revenue: developers love our product’s extensibility and intuitive API, product managers become empowered to iterate on pricing and packaging much faster, finance teams get fine-grained reporting to facilitate revenue recognition, and customer-facing teams benefit from the transparency Orb brings to the customer relationship.

About Us

Our founding team has experience from companies like Stripe, Asana, Plaid, Cloudflare, and Autodesk. We’ve raised $19.1 million in funding from top-tier investors like Menlo Ventures, Greylock, base case, South Park Commons, and Scribble, as well as founders and operators from companies like Vercel, Plaid, Datadog, Notion, Asana, HubSpot, and more.

Working at Orb

When you meet our team, you’ll see we’re a group of dedicated and kind individuals who care deeply about solving what is one of the most mission-critical problems for any business.

Every one of us has outsized impact on the business, our product, and our customers—we hold ourselves to a standard of excellence, with the empowerment to take risks and the judgment to focus our time on maximizing leverage.

We are not a culture of long hours, but we approach our work with intensity and a sense of urgency. With a product like ours, minutes matter: we can help accelerate other businesses tremendously if we’re focused on building quickly while maintaining critical attention to detail. When we’re ‘on’, we’re on; we work hard, then we go home.

We will focus on setting you up for success, with the right expectations and enablement. We coach on outcomes, not inputs or style. We show up for each other with kindness, which earns us the ability to have difficult conversations with trust by default and openness to feedback.

As a growing organization, we value in-person collaboration. We see it as a way to achieve our mission faster, in an environment of rapid ideation, strong alignment, and that energy that makes work more fun.

Role & Impact

The Head of Customer Success will be a key member of the leadership team, reporting directly to the CEO. This role is responsible for building the Customer Success and Support areas to craft a best-in-class customer experience that drives net revenue retention and successful customers.

• Customer Success program building: design and execute strategic initiatives aimed at founding and evolving the CS programs at Orb, with a focus on predictably increasing NRR, expansion, and adoption.
• Support program building: hire and manage a team of technical support engineers to build a best-in-class customer experience that builds trust every step of the way. Shape a service culture that communicates thoughtfully with our customers’ engineering and finance teams and helps shape product improvements.
• Develop, automate, and scale customer lifecycle events including kickoff, onboarding, executive business reviews, new feature announcements, adoption, and contractual capacity planning.
• Through the use of the Command of the Message framework, drive value and measurable customer outcomes. Consult with technical ICs, champions, and customer leadership to drive an effective multi-stakeholder collaboration.
• Learn and communicate technical and domain-specific product concepts fluently. Help to maintain a high bar for product mastery. 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.
  
  

About You

• At least 8+ years of overall work experience in the SaaS or enterprise software industry, with experience working on technical products that target an engineering buyer.
• At least 3+ 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.
• Excellence at cross-functional collaboration and building strong relationships with peer leaders.
• Strong preference for candidates based in San Francisco.
  
  

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
  
  

Equal Opportunity Employer

We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

Compensation Range: $210K - $230K