Customer Success Manager

Job Description

ORDR is looking for an experienced, enterprise-level Customer Success Manager (CSM) to join our growing team. In this role, you won’t just manage accounts—you’ll become a strategic advisor and power user of our platform, helping customers fully realize the value ORDR can provide. You’ll work directly with customers across their lifecycle—leading onboarding, establishing KPIs, resolving issues, spotting growth opportunities (CSQLs), and driving measurable outcomes. You are technically curious, relationship-oriented, and able to translate business goals into platform success. If you’re someone who enjoys solving real problems for real customers while working in a fast-paced, collaborative environment, we want to meet you.

This is a unique opportunity to join an exciting startup in a critical space and make a strong impact on ORDR Security’s growth and customer experience. This role reports to the Sr Director of Customer Success and is remote within the U.S., preferably in the Central or Eastern time zones.

KEY RESPONSIBILITIES

• Guide customers throughout onboarding and for the entire lifecycle, building dashboards and reports, and advising on operational best practices for the ORDR platform.
• Become a trusted advisor by understanding each customer’s business outcomes and helping stakeholders set technical KPIs to drive platform adoption and measurable ROI.
• Proactively drive adoption, engagement, and expansion across your enterprise accounts by identifying growth opportunities (CSQLs), supporting renewals, and ensuring maximum customer value.
• Collaborate daily with Sales, Product, Support, and Engineering teams to resolve challenges, advocate for customer needs, and help shape product features based on customer feedback.
• Guide onboarding and training programs, tailoring content to each customer’s specific technical environment and goals.
• Communicate clearly and proactively with executive stakeholders, documenting and sharing key learnings and celebrating customer wins internally and with clients.

Requirements

QUALIFICATIONS & EXPERIENCE

• 5+ years in Customer Success, Technical Account Management, or strategic consulting roles with cybersecurity or networking products.
• Demonstrated ability to actively use a software platform to solve customer problems, not just rely on Support teams.
• Strong communication and interpersonal skills with both technical and non-technical stakeholders; able to translate features and outcomes between engineering and business teams.
• Comfortable leading technical conversations, building dashboards and configuring reports; quick to pick up new tools and eager to get hands-on with the ORDR platform.
• Familiarity with network security, endpoint/device management, APIs, scripting, or technical integrations is a plus.
• Self-driven learner passionate about continuous technical and professional growth, with a deep sense of ownership and creativity in solving customer issues.
• Experience with CSM/CRM tools is a plus (Plan Hat experience a bonus).

Benefits

WHY ORDR

Work with cutting-edge security and visibility technology as part of a collaborative, remote-first team.

We value curiosity, ownership, and continuous growth, investing in your professional development through training, mentorship, and peer collaboration.

Be part of shaping customer experience and outcomes in a high-growth company addressing real-world enterprise challenges.

Salary Range: $120,000 - $150,000 base. Our job titles span more than one career level. Actual base pay is dependent upon many factors including but not limited to training, transferable skills, work experience, business needs and location.