ORCA · 11 hours ago
Customer Success US Lead (Senior) - B2B SaaS - Remote
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $130K/yr
5+ years exp
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Responsibilities
Building strong relationships with key decision-makers and power users, such as CFOs, VP of Finance/Compliance, and General Counsel.
Manage a portfolio of high-value clients (such as BMW, Billingsley, or Trove), guiding them from onboarding to long-term success while identifying growth opportunities to increase account value
Provide exceptional support and transform challenges into successes
Negotiate account renewals to maximize contract value and strengthen customer trust
Develop innovative customer success strategies and foster a network of satisfied ORCA advocates
Create innovative solutions to retain at-risk clients and seize cross-sell and up-sell opportunities
Empower users through a blend of automated and personalized training
Collaborate with product management to prioritize client requests
Implement AI to improve response times globally and design automated workflows and playbooks
As the team and client base grow, develop plans to build and lead a high-performing US-based customer success team to scale operations and meet increasing market demands.
Conduct client experience surveys
Qualification
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Required
Experience in B2B SaaS product(s) within financial services, compliance, or legal tech industries
A results-oriented approach backed by a history of successful client partnerships
Strategic thinking and entrepreneurial instincts
Enthusiasm for technology and adaptability to new software systems
Exceptional communication skills capable of engaging, educating, and influencing at all levels
A keen eye for improvement and a proactive approach to innovation
Comprehensive knowledge of customer success metrics and best practices
Minimum 5 years of proven experience in customer service in SaaS
Fluency in English (additional languages are advantageous)
Proven leadership capabilities & a hands-on player/coach attitude
Based in the US (East Coast/Central) to align with core business hours
Benefits
25 working days of paid vacation per year
Be at the forefront of financial innovation, working with cutting-edge technology
Collaborate with industry leaders and innovative organizations globally
Join a dynamic, fast-paced environment where your contributions can make a significant impact
The flexibility of remote work, combined with the resources for professional excellence
Competitive compensation including a base salary and not capped performance-based incentives
Integration into a cohesive, ambitious team with a strong sense of camaraderie
Company
ORCA
ORCA is an software application that provides legal, tax, and compliance data management services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Gregor Feichtinger
Co-Founder
Company data provided by crunchbase
