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Technical Success Manager

Orb

Orb

IT
San Francisco, CA, USA
Posted on Wednesday, April 17, 2024

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

As the first Technical Success Manager team to join Orb, you'll play a pivotal role in delivering seamless go-lives and providing high-touch support every step of the way for our customers.

Day-to-day, this might include:

  • Serving as the main point of contact for customers post-sales, providing technical expertise and guidance to address any questions or concerns they may have about Orb.

  • Developing and maintaining strong relationships with key stakeholders at customer organizations, fostering trust and confidence in our products and services.

  • Collaborating closely with engineering and product teams to plan and execute successful go-lives for new customers, ensuring smooth implementation of our products and services, and identifying opportunities for product enhancements or process improvements based on customer feedback.

  • Delivering regular status updates and progress reports to internal stakeholders, ensuring alignment on customer priorities and objectives.

  • Continuously monitoring customer satisfaction and engagement metrics, proactively identifying areas for improvement and taking action to address

About You

  • You have 2+ years of experience in a customer-facing role for a product with an engineering-led technical implementation (roles like Technical Success Manager, Solutions Engineer/Architect, or Sales Engineer).

  • You're an excellent communicator with the ability to effectively communicate technical concepts to both technical and non-technical audiences.

  • Have technical experience in managing complex customer environments or with a technical product (B2B SaaS preferred); hands-on experience with APIs or data modeling a plus.

  • Based in the San Francisco Bay Area or willing to relocate (with support from Orb).

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.