Customer Success Engineer

Mission

Orb is on an ambitious mission to provide every business with the infrastructure to unlock their revenue. Best-in class businesses find ways to effectively align their monetization to product usage—whether that’s through seats, consumption, feature limits, or usage-based tiers. Orb brings that opportunity to every software company.

We are reimagining billing and invoicing for this era of hybrid pricing in software. Billing is no longer just a finance problem, but also a high-stakes engineering observability problem that customers urgently need solved. At Orb, we take a developer-first, data infrastructure approach to this problem. We make it possible for companies to fully automate their current billing process, and to evolve their monetization strategy over time.

Orb supports the end-to-end workflow for revenue: developers love our product’s extensibility and intuitive API, product managers become empowered to iterate on pricing and packaging much faster, finance teams get fine-grained reporting to facilitate revenue recognition, and customer-facing teams benefit from the transparency Orb brings to the customer relationship.

About Orb

Orb is the modern billing infrastructure powering revenue workflows for the next wave of AI and software companies. We believe that pricing and billing shouldn’t be a blocker to building and shipping great products. We power billing for highly innovative companies like Vercel, Pinecone, Perplexity, Replit, and work with our customers on some of their most crucial revenue initiatives.

Orb has raised $44.1 million in funding from top-tier investors like Mayfield, Menlo Ventures, Greylock, and founders and operators from companies like Plaid, Datadog, Notion, Asana, HubSpot, and more.

Role & Impact

We are looking for a unique person seeking the chance to join our burgeoning Success team! As one of the founding Customer Success Engineers, you will be responsible for onboarding and renewing customers, while building relationships to expand to new use cases over time. 

You’ll work closely with the Solutions, Support and Product teams to provide a world-class customer experience. This will include ensuring customers gain maximum value from the service, that there is a smooth handoff between Sales and Post-Sales, that ongoing support is delivering great outcomes, and that customer feedback and pain points are making their way back to the product teams. This is achieved by working closely with PMs and Engineering to translate customer requirements into actionable product features and enhancements.

We use the title Customer Success Engineer vs. Customer Success Manager as a reflection that Orb is an engineering-driven culture, the product is deeply technical, and that we engage closely with engineers on the customer’s side to onboard Orb.

Some examples of work you might do at Orb include:

• Manage the customer relationship post-contract signing, including owning accountability for achieving timely Deployment and Adoption during onboarding

• Forecast renewals with high accuracy and a plan to mitigate risk

• Conducting Health Checks and Business Reviews to ensure our customers achieve great ROI and have a high likelihood of renewing and expanding

• Engage with Product on customer requests, helping to prioritize while wearing both a customer and company hat

• Understand customer requirements requirements, analyze business processes, identify and advise on opportunities for them to leverage Orb

• Advocate strategically for wider adoption of the Orb platform with customers not taking full advantage of our capabilities

• Become an expert on the Orb platform and our use cases, while keeping up with industry trends in Usage-Based Billing
  

About You

• 5+ years of customer-facing experience in high growth SaaS and/or B2B startups

• Excellent communication and interpersonal skills, with the ability to effectively convey complex concepts to technical and non-technical stakeholders

• Knowledge of cloud architectures and data infrastructure technologies

• Executive presence and instinct with VPs & C-level, while also delivering personal interactions to practitioners in the day to day

• Experience with managing several personae within an account as you will interact with Billing Engineers, BizOps, PMs, Finance and Execs 

• Curious, politely persistent, able to break through vendor fatigue with key contacts

• Consultative mindset, always looking to advise on a more efficient and better way to operate

• Proven track record in planning and executing successful Business Reviews and Health Checks

• Ability to work US east coast business hours

• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!

• Functional knowledge of SQL is also a plus!

You might be a good fit if you:

• Take initiative and are capable of learning new technologies / systems / features with little guidance

• Have a history of using data to drive improvements in customer experience, product quality or operational efficiency

• Demonstrate a forward-thinking mindset in leveraging new technology to augment customer success
  

In order to thoughtfully scale the company and avoid downstream inequities, we don’t use leveling titles at Orb. You will not see us use prefixes like “Senior” in our job descriptions. We include experience requirements for every role and compensate employees based on their experience and internal level within Orb.

Working at Orb

When you meet our team, you’ll see we’re a group of dedicated and kind individuals who care deeply about solving what is one of the most mission-critical problems for any business.

Every one of us has outsized impact on the business, our product, and our customers—we hold ourselves to a standard of excellence, with the empowerment to take risks and the judgment to focus our time on maximizing leverage.

We approach our work with intensity and a sense of urgency. With a product like ours, minutes matter: we can help accelerate other businesses tremendously if we’re focused on building quickly while maintaining critical attention to detail. When we’re ’on’, we’re on.

We will focus on setting you up for success, with the right expectations and enablement. We coach on outcomes, not inputs or style. We show up for each other with kindness, which earns us the ability to have difficult conversations with trust by default and openness to feedback.

As a growing organization, we value in-person collaboration. We see it as a way to achieve our mission faster, in an environment of rapid ideation, strong alignment, and that energy that makes work more fun.

Benefits

• Medical insurance - 100% coverage for you and dependents

• Dental, vision, and life insurance

• Unlimited PTO, with 15 days minimum encouraged

• 401k plan

• 16-week paid parental leave with equity vesting

• Commuter stipend

• Catered lunches in the office

Equal Opportunity Employer

We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.