Customer Success US Lead (Senior) - B2B SaaS - Remote

Location: This is a remote position. Applicants must be based in the U.S. (East Coast or Central Time zones) to align with core business hours.

ORCA is a Swiss SaaS company with an established, fast-growing business in the U.S. Our intelligent software streamlines tax, compliance, and legal workflows for complex ownership structures. By leveraging ORCA, organizations can achieve up to 85% efficiency gains in structure charts, entity management, regulatory reporting, and other mission-critical tasks.

Our international team works seamlessly across borders to deliver an exceptional product and unique client experience. Simplify complex ownership management and unlock new opportunities with ORCA.

You will drive customer satisfaction and retention as a Customer Success US Lead.
You will be responsible for:

• Building strong relationships with key decision-makers and power users, such as CFOs, VP of Finance/Compliance, and General Counsel.
• Manage a portfolio of high-value clients (such as BMW, Billingsley, or Trove), guiding them from onboarding to long-term success while identifying growth opportunities to increase account value
• Provide exceptional support and transform challenges into successes
• Negotiate account renewals to maximize contract value and strengthen customer trust
• Develop innovative customer success strategies and foster a network of satisfied ORCA advocates
• Create innovative solutions to retain at-risk clients and seize cross-sell and up-sell opportunities
• Empower users through a blend of automated and personalized training
• Collaborate with product management to prioritize client requests
• Implement AI to improve response times globally and design automated workflows and playbooks
• As the team and client base grow, develop plans to build and lead a high-performing US-based customer success team to scale operations and meet increasing market demands.
• Conduct client experience surveys

We're seeking a customer success professional with:

• Experience in B2B SaaS product(s) within financial services, compliance, or legal tech industries
• A results-oriented approach backed by a history of successful client partnerships
• Strategic thinking and entrepreneurial instincts
• Enthusiasm for technology and adaptability to new software systems
• Exceptional communication skills capable of engaging, educating, and influencing at all levels
• A keen eye for improvement and a proactive approach to innovation
• Comprehensive knowledge of customer success metrics and best practices
• Minimum 5 years of proven experience in customer service in SaaS
• Fluency in English (additional languages are advantageous)
• Proven leadership capabilities & a hands-on player/coach attitude
• Based in the US (East Coast/Central) to align with core business hours

• The compensation range for employees based in the US is base salary $90,000 - $130,000 USD in line with experience + uncapped commission on expansion. This salary range is inclusive of several career levels at ORCA and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, business need and US location.
• 25 working days of paid vacation per year
• Be at the forefront of financial innovation, working with cutting-edge technology
• Collaborate with industry leaders and innovative organizations globally
• Join a dynamic, fast-paced environment where your contributions can make a significant impact
• The flexibility of remote work, combined with the resources for professional excellence
• Competitive compensation including a base salary and not capped performance-based incentives
• Integration into a cohesive, ambitious team with a strong sense of camaraderie

Does the idea of being part of ORCA excite you? Get in contact via [email protected]