Senior Customer Success Manager

We believe transformation doesn’t happen in a vacuum. It happens through partnership, insight, and the ability to turn complexity into confidence.

At Orbus Software, we help some of the world’s most sophisticated organizations understand their business inside and out. Our platform, OrbusInfinity, connects strategy to execution, IT to the business, and transformation goals to measurable results.

With customers spanning industries and continents, we work side by side with global enterprises, public institutions, and fast-moving innovators. Whether it is guiding a Fortune 500 through a complex merger, helping a bank streamline its architecture, or equipping a healthcare provider to move faster, we are there to ensure our customers succeed.

Customer Success at Orbus is central to how we deliver value. We partner closely with teams across Sales, Technical Support, Professional Services, and Product Management to help our customers realize meaningful outcomes with our platform. From onboarding through renewal, we focus on building trusted relationships and driving measurable impact at every stage of the customer journey.

As a Senior Customer Success Manager, you will guide a portfolio of flagship customers, including Fortune 500 companies and major public sector organizations. Your mission is to help them succeed by driving adoption and value through OrbusInfinity.

This is a strategic, hands-on role. You will build trusted relationships with senior stakeholders, serve as a key advisor on how to apply our platform to enterprise architecture and digital transformation goals, and coordinate with cross-functional teams to deliver an excellent customer experience.

You will operate autonomously across your accounts, while collaborating closely with our global Customer Success team and colleagues in Sales, Support, Services, and Product.

This role is based in the United States, with a preference for candidates located in New York City. If based in NYC, we collaborate in the office two or three times per week.

What You Will Do

Customer Relationship Management

Own the customer journey across onboarding, adoption, renewal, and expansion

Lead regular check-ins and success planning meetings to stay aligned on value delivery and evolving goals

Develop trusted relationships with senior stakeholders and position yourself as a strategic advisor

Product Enablement and Training

Deliver product overviews and feature demonstrations tailored to customer use cases

Identify training gaps and provide enablement to promote deeper adoption

Cross-Functional Collaboration

Partner with Sales to support account expansion opportunities

Work with Support, Services, and Product to resolve issues and advocate for customer needs

Participate in internal feedback loops to improve processes and customer outcomes

Customer Advocacy and Marketing Alignment

Help surface customer success stories for case studies, webinars, and user groups

Support renewals through continued demonstration of value and platform fit

Operations and Reporting

Maintain accurate account data in Salesforce and Gainsight

Contribute to customer feedback processes and adoption tracking using defined success metrics

What You Will Bring

• Experience in a Customer Success or related client-facing role such as Account Management, Business Development, or Consulting

• 5+ years working with complex, high-touch enterprise accounts

• Technical aptitude with the ability to convey product capabilities to non-technical stakeholders

• Excellent communication skills across varying levels of seniority and customer types

• Proven ability to influence, advise, and build trust with decision makers

• Self-motivation and strong organizational skills to manage priorities and workflows independently

• Experience in high-growth SaaS or technology environments is preferred

• Familiarity with Salesforce and Gainsight is a plus

Why Orbus

Headquartered in London, Orbus Software serves clients across finance, healthcare, government, and technology, with a strong and growing presence in North America, Europe, and Asia.

In 2024, we were named a Leader in the Gartner® Magic Quadrant™ for Enterprise Architecture Tools.

If you are curious, motivated, and ready to grow with a team that values clarity, collaboration, and purpose, we would love to meet you.

Living our Values at Orbus

Trust : We build trust across our people, customers and partners through honesty, transparency and communication.

Empowerment : We empower our customers and our people with growth, development and experience

Clarity : We provide clarity and sense of purpose, focused on helping everyone achieve success and forging a clear vision of the future

Harmony : We work as one team, collaborating closely so we can sustainably change and grow

Find your place at Orbus. We’re building a team where people show up as themselves, feel respected, and do great work together.