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Customer Success Manager - 100% Remote

RemoteUnited States, California, San FranciscoCustomer Love

Job description

👋  Hi! Our customer base is growing and so is our newly formed Customer Success team! Our platform is used by over 4,000 communities. Companies like Okta, CircleCI, Typeform, Apollo GraphQL, Agora, and others use our platform to grow, manage, and quantify their online communities.

We're a well-funded, mission-driven, series A company with top-tier investors like Coatue, A16Z, and Heavybit. Teams have struggled for years to quantify the impact of their user communities. We believe with your help, we can fix this!

Our Values:

  • ​​Learning Out Loud

  • Kindness

  • Ownership

  • Transparency

  • Humility

What You Will Do:

You’ll join a small, but growing Customer Love Team responsible for guiding our valued customers through Orbit’s “Customer Love Continuum”. Our Customer Love Team operates with lots of autonomy. Some days you’ll focus on improving the onboarding journey; other days you’ll develop strategies and tactics to minimize customer churn. You’ll play an important role in shaping our product by sharing your observations and customer feedback with our Product and Engineering teams. If this opportunity sounds exciting, we’d love to hear from you!

Job requirements

  • About 2-3+ years of experience helping customers succeed using SaaS-based products

  • The ability to work autonomously within a fast-paced venture backed company

  • High orientation to process and willingness to build new processes

  • A high degree of customer empathy coupled with a outcome-driven mindset

  • A flexible work-style; comfortable pivoting and reprioritizing as needed

  • An appreciation for creating value before capturing value

  • Excellent communication skills on all levels (written and verbal)

If you don’t feel that you meet those qualifications on paper but are still excited about the opportunity, please apply anyway! We believe great talent can come from anywhere, and we know that a resume doesn’t tell the whole story of who you are and what you can do.

Working at Orbit

Orbit is a remote-first, fully distributed company with employees in many countries. Currently, we are focusing on hiring in France, the UK, or the US. We do not offer visa sponsorship at this time. Because we have teammates around the world, benefits will vary based on where you live. We take the health and well-being of our teammates seriously. Just tell us what you need to be happy and successful, and we’ll try our best to accommodate. In general, we aim to offer our employees:

  • Competitive compensation packages

  • Flexible and family-friendly working arrangements

  • Your dream hardware, software, and conferencing setup for your home office

  • Opportunities for professional development, which might include books, courses, conferences, or community events

The hiring process

We are a young startup, frequently iterating on our interview processes. The specific steps you go through may vary, but for all candidates, we hold the following principles in mind: 

  • We respect candidates’ time and energy. We will strive for a 2-3 week interview process, unless you request more time.

  • We conduct conversational interviews as well as collaboration sessions, which are designed to help you get a sense of what it’s really like to work with our team.

  • We want everyone, candidates as well as interviewers, to come away feeling positive about the experience. Everyone should feel that they got something out of meeting and exploring the opportunity together, even if an offer isn’t extended or accepted.

And most importantly:

Orbit does not discriminate in employment matters on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity. In fact, we strongly believe that diversity contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.