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.