Redpoint

Remote - US

ABOUT US

Dive right in. Swim with our pod.

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 (because the cloud is the limit), 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. At Orca, we’re proud of what we do and we always aim high. This, together with our belief in the power of teamwork, has quickly turned us into a global cloud security innovation leader (and a unicorn).

Ready to dive in and swim with our pod?

HIGHLIGHTS

• High-growth: In just 4 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

• Help identify ownership for each part of the customer journey: Post-Sales, Sales, Services, Support, and collaborate with account management (Renewals & Expansion).
• Lead a small team, and follow a customer escalation process to Identify opportunities for continuous improvement.
• Drive new business growth through strong advocacy and reference-ability.
• Help build the knowledge base and documentation library.
• Become an authority on the Orca Platform and assist Sales and Customer Success with customer POCs, Implementations and post sales support to drive long term value for customers through demonstrating the ROI delivered.
• Drive customer on-boarding and training as well as roll-out the template for support and success plan for customers through defining the post-sales processes and touchpoints.
• Your team will be the primary owner for customer's support cases; lead and complete use of ticketing systems.
• Monitor, Debug and resolve technical issues specific to Orca within the cloud environments.
• Drive alignment with Sales, Renewals, and Expansion strategy.
• Manage all CSE Activities and own critical metrics for your team, e.g., Onboarding, Training, and Customer Support.
• Support core metrics for our company and our CSE team as a whole.
• Be the best user of Orca.

ABOUT YOU

• 5+ years in Customer Success Engineering, Technical Account Mgmt, Sales, Implementation preferably in Enterprise SaaS, Cloud, Enterprise IT, or IT Security.
• 2+ years as a CSE Team Lead
• Data-driven decision-making and keen ability to analyze results, including churn, contract values, growth rates, customer lifecycle ROI.
• Successful track record of defining and executing the customer journey.
• Growth-Stage DNA with a strong inclination towards action.
• Bachelor’s degree required.