At a Glance
- Tasks: Guide flagship customers to success using our innovative platform, OrbusInfinity.
- Company: Join a leading tech company transforming enterprise architecture and digital strategies.
- Benefits: Enjoy generous time off, flexible working, and comprehensive health benefits.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping major organisations achieve their transformation goals.
- Qualifications: Experience in Customer Success or Account Management with enterprise accounts is essential.
The predicted salary is between 50000 - 60000 £ per year.
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.
Senior Customer Success Manager employer: Orbus Software
At Orbus Software, we pride ourselves on fostering a dynamic work culture that champions collaboration, innovation, and personal growth. As a Senior Customer Success Manager, you'll enjoy generous benefits including 25 days of paid annual leave, flexible working arrangements, and a supportive environment that empowers you to build meaningful relationships with high-profile clients. With our headquarters in London and a commitment to employee development, we offer a unique opportunity to thrive in a role that directly impacts the success of global enterprises and public institutions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orbus Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orbus Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orbus Software:Your cover letter is your chance to shine! Tell us why you want to work at Orbus Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orbus Software!
How to prepare for a job interview at Orbus Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
