Orca AI

Enterprise Customer Success Manager

Orca AI

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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About the role

  • Own the end-to-end customer lifecycle for a portfolio of enterprise accounts, including onboarding, adoption, value realization, renewal, and expansion
  • Build and maintain strong, executive-level relationships with key stakeholders, acting as a strategic partner and trusted advisor
  • Develop and execute account strategies that align customer goals with business outcomes and measurable ROI
  • Lead onboarding and implementation processes in collaboration with cross-functional teams, ensuring smooth and timely deployments
  • Drive product adoption and usage through data-driven insights, success plans, and proactive engagement
  • Conduct regular business reviews (QBRs/EBRs) with senior stakeholders, presenting value, insights, and growth opportunities
  • Identify and mitigate risks to customer satisfaction and retention, proactively addressing challenges before escalation
  • Partner closely with Sales, Product, and Engineering to advocate for customer needs and influence product direction
  • Identify and drive upsell and cross-sell opportunities, contributing directly to revenue growth
  • Serve as the voice of the customer internally, providing actionable feedback to improve product and customer experience
  • Contribute to team best practices and support the development of customer success processes

Requirements

  • 3+ years of experience in Customer Success, Account Management, or a related client-facing role, with a strong focus on enterprise customers
  • Proven track record of managing complex, high-value accounts and driving retention and expansion
  • Strong experience working in B2B SaaS or technology environments
  • Demonstrated ability to engage and influence C-level executives and senior stakeholders
  • Experience owning commercial outcomes, including renewals, upsells, and expansion
  • Strong analytical skills, with the ability to translate data into business insights and customer value
  • Excellent communication, presentation, and stakeholder management skills
  • Ability to operate independently in a fast-paced, dynamic environment while managing multiple priorities
  • Strong cross-functional collaboration skills, working effectively with Sales, Product, and technical teams
  • Fluent in English; additional European languages are a plus
  • Based in Europe, with availability to travel as needed
Benefits
  • Health insurance
  • Flexible working hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementB2B SaaSData AnalysisBusiness InsightsRenewalsUpsellsExpansionOnboardingImplementation
Soft Skills
Relationship BuildingStrategic PartnershipCommunicationPresentationStakeholder ManagementAnalytical SkillsCross-functional CollaborationProblem SolvingProactive EngagementIndependence