### **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 Us**
Our founding team has experience from companies like Stripe, Asana, Plaid,
Cloudflare, and Autodesk. We’ve raised $19.1 million in funding from top-tier
investors like Menlo Ventures, Greylock, base case, South Park Commons, and
Scribble, as well as founders and operators from companies like Vercel, Plaid,
Datadog, Notion, Asana, HubSpot, and more.
### **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 are not a culture of long hours, but 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 work hard, then we go home.
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.
### **Role & Impact**
* Customer Success program building: design and execute strategic initiatives aimed at founding and evolving the CS programs at Orb, with a focus on predictably increasing NRR, expansion, and adoption.
* Support program building: hire and manage a team of technical support engineers to build a best-in-class customer experience that builds trust every step of the way. Shape a service culture that communicates thoughtfully with our customers’ engineering and finance teams and helps shape product improvements.
* Develop, automate, and scale customer lifecycle events including kickoff, onboarding, executive business reviews, new feature announcements, adoption, and contractual capacity planning.
* Through the use of the Command of the Message framework, drive value and measurable customer outcomes. Consult with technical ICs, champions, and customer leadership to drive an effective multi-stakeholder collaboration.
* Learn and communicate technical and domain-specific product concepts fluently. Help to maintain a high bar for product mastery. Generate high-quality content including trainings, talks, blog posts, and product documentation.
* Identify and surface broad customer trends and data in internal meetings. Partner with Sales and Marketing to ensure the full customer lifecycle is cohesive, thoughtful, and measured.
### **About You**
* At least 5+ years of overall work experience in the SaaS or enterprise software industry, with experience working on technical products.
* At least 2+ years of previous leadership in the Customer Success, Technical Account Management, or Customer Support categories.
* Experience in recruiting, enabling, and managing a team of CS and Support professionals.
* Experience working with large and complex accounts.
* Excellence at cross-functional collaboration and building strong relationships with peer leaders.
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.
### **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.
