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, Orbus Infinity, 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 to help them succeed by driving adoption and value through Orbus Infinity.

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 on the East Coast. If based in NYC, we collaborate in the office two or three times per week.

• 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

• Deliver product overviews and feature demonstrations tailored to customer use cases
• Identify training gaps and provide enablement to promote deeper adoption

• 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

• Help surface customer success stories for case studies, webinars, and user groups
• Support renewals through continued demonstration of value and platform fit

• Maintain accurate account data in Salesforce and Gainsight
• Contribute to customer feedback processes and adoption tracking using defined success metrics

• 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

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 2025, we were named a Leader in the Gartner® Magic Quadrant™ for Enterprise Architecture Tools.

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