Senior Customer Success Manager

Orbus Software is a company that helps organizations understand their business through their platform, OrbusInfinity. They are seeking a Senior Customer Success Manager to guide flagship customers, drive adoption, and ensure long-term growth through building relationships and coordinating with cross-functional teams.

Responsibilities:

• Build and maintain trusted relationships with senior stakeholders across your account portfolio, positioning yourself as a strategic advisor on enterprise architecture and digital transformation
• Develop and maintain clear success plans for each account, connecting OrbusInfinity to the customer’s strategic goals and reviewing progress regularly
• Own the customer journey from onboarding through renewal, ensuring customers achieve measurable outcomes at every stage
• Drive deeper platform adoption by identifying gaps in how customers are using OrbusInfinity and delivering targeted enablement, training, and guidance
• Tailor product demonstrations and capability overviews to each customer’s specific use cases and maturity level
• Own renewal outcomes across your portfolio, demonstrating ongoing value and maintaining strong net revenue retention
• Partner with Sales to identify and support expansion opportunities within existing accounts
• Work closely with Support, Services, and Product to resolve customer issues quickly and advocate effectively for customer needs
• Contribute to internal feedback loops that improve the customer experience and inform product direction
• Surface and develop customer success stories that support case studies, webinars, and user groups
• Help customers become visible advocates for OrbusInfinity within their industries and networks
• Maintain accurate account data and activity records in Salesforce and Gainsight in line with team standards

Requirements:

• Demonstrable experience in a Customer Success, Account Management, Implementation, or Professional Services role, working with complex, high-touch enterprise accounts
• A track record of building trusted relationships with senior stakeholders and influencing outcomes without direct authority
• Commercial awareness, with experience owning or contributing to renewal and expansion outcomes
• Technical aptitude and the ability to translate product capabilities into business value for non-technical audiences
• Excellent communication skills across varying levels of seniority, from practitioners to C-suite
• Strong ownership and judgement - you manage your own priorities, anticipate problems, and follow through without needing close direction
• Experience in a high-growth SaaS or enterprise technology environment
• Familiarity with Salesforce and Gainsight, or comparable CRM and CS platforms
• Exposure to enterprise architecture, IT strategy, or digital transformation programmes