Ordr is looking for a Customer Success Manager who will be responsible for developing customer relationships that promote retention and loyalty. Our Customer Success Managers work with customers to continuously align goals, ensure customers are satisfied with the services and improve on areas that need attention. You must be energetic, passionate, and empathetic, desiring to make a real impact on the success of our customers and Ordr. You enjoy forging new relationships and winning over colleagues, customers, and business partners alike with your personable, yet professional, communication skills.

This is a unique opportunity to join an exciting startup in a hot space and make a tremendous impact on Ordr Security’s growth in this new emerging marketplace. The role reports to the VP of Customer Success, the work is remote but location should be in the US.

KEY RESPONSIBILITIES

Guiding the customer during on-boarding and for the life of the subscription.

Understand our customer’s goals and security requirements and create a joint success plan to meet those requirements.

Lead a customer onboarding experience, adoption, and expansion across a range of relationships

Develop a strong partnership with customer stakeholders, channel partners, and executive sponsors to drive product adoption

Identify and escalate risks to the customer and support team to achieve client success

Gain a deep understanding of typical challenges faced by our customers to appropriately map features in their security environments

Identify risks to with our clients actively and collaborate with internal teams to remediate client concerns

Establish relationships with customer executive sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities

Leverage key metrics to build a strategic plan to identify opportunities and challenges to a customer's success

Deliver quarterly executive business reviews to clients to promote wider use of the Ordr platform, help identify and drive new use cases to enhance their ROI

Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty

Identify common customer challenges and actively provide feedback to product management and help Ordr hear the voice of the customer

Coordination leveraging Ordr's technical resources to help resolve customer issues and drive adoption

Track and report on customer health, status, projects, progress and issues

Become own customer's trusted advisor to help them leverage our tools and capabilities

Partner closely with other cross-functional team members to translate customer needs and product requirements into new solutions for customers

Manage customer projects and work with partners to achieve success

Develop and nurture customers to become Brand Ambassadors on behalf of Ordr

Help drive customer references and case studies

EXPERIENCE & QUALIFICATIONS

5+ years of experience in a customer-facing customer success, account management or strategic consulting organization.

Experience working in a B2B SaaS organization, strong familiarity with security concepts, remote access and cloud.

Experience work with HTM and BioMed customers is very beneficial

Strong empathy for customers AND passion for customer success

Used to working at multiple levels of an organization, from executives to technical engineers

Excellent communication, documentation and presentation skills

Technical curiosity

Attention to detail

Emerging IT security startup experience

Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

Strong interpersonal skills and experience building strong internal and external relationships

Consistent track record of highly professional customer service in a fast-paced, dynamic environment

Passionate about driving and tracking a consistent engagement process with all customers in your portfolio

Experience with CSM and CRM tools

Account Relationship management

Diplomacy, tact, and poise under pressure when working through customer issues

Strong document, presentation, and verbal communication skills