Senior Customer Success Manager

Orum is making sales human again through conversations. We are an AI-driven, live conversation platform that accelerates sales teams by empowering salespeople to achieve more. Orum increases sales efficiency, speeds up pipeline growth, and lowers customer acquisition costs for various companies ranging in size from start-ups to large enterprises. Sales teams using Orum see consistent conversations, more meetings booked, and shorter rep ramp time - all while having fun and not burning out. We are beyond excited to hire an empowered, remote-first community to support Orum's next growth phase!

Our Mission is to accelerate sales teams by empowering salespeople to achieve more.

Our Vision is to be an iconic company that makes work more human, meaningful, and connected.

The Customer Success Team’s Mission

We exist to empower our customers to connect with their prospects—and each other—in a more personal, human way. We partner with customers to understand their business, proactively solve challenges, and fuel innovation and transformation using Orum.

We’re here to make sure our customers don’t just use Orum—they thrive with it.

As a Senior Customer Success Manager, you’ll own the entire post-sale customer journey—from onboarding and adoption to expansion and renewals. Think of this role as part mentor, part strategist, part product expert, and always a trusted partner.

You’ll work cross-functionally with Sales, Product, and Enablement to deeply understand your customers’ goals, design success plans, and ensure they’re continuously realizing value from Orum. Your success is measured by theirs—and you’re just as obsessed with outcomes as they are.

Salary: OTE is $120,000. We respect your time and don't intend to waste it.

• Become a strategic advisor for your customers by understanding their goals, success metrics, and growth initiatives
• Help customers unlock the full value of Orum through best practices, proactive guidance, and tailored solutions
• Build deep relationships with key stakeholders, including executives, across your accounts
• Identify risks early and rally internal teams to ensure successful outcomes
• Stay up-to-date on Orum’s product and help customers adopt new features with confidence
• Deliver consistent communication on customer health, goals, and progress
• Create internal and external documentation, including customer success stories, onboarding templates, and best practices
• Manage a portfolio of customers, driving retention and growth

• Based in the United States
• 5+ years of experience in a Customer Success role within a B2B SaaS environment
• Proven success managing enterprise-level accounts and driving customer outcomes
• Excellent written and verbal communication skills in English
• Comfortable working independently and navigating ambiguity in a fast-moving environment
• Strong bias toward proactive execution and ownership over reactive support
• Hands-on experience with common customer success and sales tools (e.g., Salesforce, Gainsight, Zendesk, HubSpot)
• Confident using data to drive conversations, measure success, and guide strategic decisions
• Deep understanding of customer lifecycle management, including onboarding, adoption, expansion, and renewal
• Core Working Hours: PT - ET hours

• Background in Sales Development or a related sales function

Benefits

✨ Flexibility to work anywhere in the US

✨ Flexible Vacation Policy

✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)

✨ 90% coverage for employees and dependents for healthcare, dental, and vision insurance plans

✨ Parental leave

✨ Life Insurance, Accidental Death & Disability coverage

✨ Meaningful stock options in Orum

✨ $1k equipment reimbursement for work-related items that's yours to keep

✨ Company laptop

✨ Company retreats and meetups for all employees to connect in person

✨ Company ERG - Women Of Orum (WOO)

Orum Is An Equal Opportunity Employer

We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at [email protected]. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.