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. The Opportunity 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, measurable value, and long-term growth 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 own renewals and expansion outcomes across your accounts, working closely with Sales to identify and progress growth opportunities. You will operate autonomously across your portfolio, while collaborating closely with our global Customer Success team and colleagues in Sales, Support, Services, and Product. What You Will Do Customer Relationship Management

• Build and maintain trusted relationships with senior stakeholders across your account portfolio, positioning yourself as a strategic advisor on enterprise architecture and digital transformation
• Develop and maintain clear success plans for each account, connecting OrbusInfinity to the customer’s strategic goals and reviewing progress regularly
• Own the customer journey from onboarding through renewal, ensuring customers achieve measurable outcomes at every stage Product Enablement
• Drive deeper platform adoption by identifying gaps in how customers are using OrbusInfinity and delivering targeted enablement, training, and guidance
• Tailor product demonstrations and capability overviews to each customer’s specific use cases and maturity level

Renewals and Growth

• Own renewal outcomes across your portfolio, demonstrating ongoing value and maintaining strong net revenue retention
• Partner with Sales to identify and support expansion opportunities within existing accounts

Cross-Functional Collaboration

• Work closely with Support, Services, and Product to resolve customer issues quickly and advocate effectively for customer needs
• Contribute to internal feedback loops that improve the customer experience and inform product direction

Customer Advocacy

• Surface and develop customer success stories that support case studies, webinars, and user groups
• Help customers become visible advocates for OrbusInfinity within their industries and networks Operations
• Maintain accurate account data and activity records in Salesforce and Gainsight in line with team standards

What You Will Bring Essential

• Demonstrable experience in a Customer Success, Account Management, Implementation, or Professional Services role, working with complex, high-touch enterprise accounts
• A track record of building trusted relationships with senior stakeholders and influencing outcomes without direct authority
• Commercial awareness, with experience owning or contributing to renewal and expansion outcomes
• Technical aptitude and the ability to translate product capabilities into business value for non-technical audiences
• Excellent communication skills across varying levels of seniority, from practitioners to C-suite
• Strong ownership and judgement - you manage your own priorities, anticipate problems, and follow through without needing close direction

Preferred

• Experience in a high-growth SaaS or enterprise technology environment
• Familiarity with Salesforce and Gainsight, or comparable CRM and CS platforms
• Exposure to enterprise architecture, IT strategy, or digital transformation programmes

What Success Looks Like in Year One By the end of your first year, you will have:

• Built trusted relationships with senior stakeholders across your full account portfolio, with documented success plans in place for each flagship account
• Achieved your renewal and net revenue retention targets
• Driven measurable improvement in platform adoption across multiple accounts, evidenced by usage data and customer-reported outcomes
• Contributed at least one customer story or reference that supports Sales or Marketing activity
• Established a clear and productive working rhythm with your cross-functional partners in Sales, Support, Services, and Product

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 and 2025, 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. Perks & Benefits We believe people do their best work when they're trusted, supported, and given the flexibility to succeed. Our benefits are designed to help you do great work while living a full life outside it. Generous time off: Everyone gets at least 25 days of paid annual leave. Rest is not a reward. It is a prerequisite for high performance. Supporting your future: We provide retirement, healthcare, life insurance, and other benefits that reflect local market practices wherever you work. Flexibility that works: We come together in person 2 to 3 days each week in our London, Katowice, and Sydney hubs because some work is simply better face to face. The rest of the week, you have the flexibility to work where you're most productive. Support for every life stage: Life doesn't stand still when you're building a career. We offer family leave, flexible working arrangements, and other support that varies by country to help you navigate life's important moments. Our goal is simple: create an environment where talented people can do exceptional work, continue growing, and build a career they can be proud of.