Orb · New York
Customer SupportCustomer SuccessRemoteFullTimeposted 2mo ago
About Orb:
We’re a team that cares deeply about the work, the people we do it with, and the customers we do it for. Everyone at Orb has real ownership over their work, direct access to customers, and a voice in how the company grows. We’re building the revenue design platform that helps teams automate billing, evolve pricing, and grow revenue with confidence.
Looking ahead, joining forces with Adyen expands what we can build and raises the ceiling on the problems we get to solve for customers. The challenges are uniquely interesting, and you’ll be surrounded by thoughtful, ambitious people who move fast and hold a high bar.
For San Francisco Bay Area , New York, and Amsterdam residents, we've built a hybrid work culture where we are in office 3 days/week. For remote roles, we ask you to join us in person 1x per quarter. Our values, customer centricity, minutes matter, run with it, attention to detail, and go further together are at the core of everything we do.
About the role:
As Manager of Implementation Architects, you'll lead a team distributed across our SF and NYC offices. Your team owns the technical post-sales journey, from implementation kickoff through go-live and beyond, ensuring customers successfully architect their billing integration and get value from Orb as quickly as possible.
This is a player-coach role. You'll bring deep technical fluency as an implementation expert while developing your team, setting quality standards, and driving delivery outcomes. You'll partner closely with Customer Success leadership to align team priorities and build the processes that help implementation scale.
This role is ideal for a technical post-sales professional who is passionate about building teams; someone who thrives on developing people, creating consistency, and taking ownership of team outcomes.
In this role, you will:
Lead, coach, and develop a team of Implementation Architects across SF and NYC
Act as the Implementation Architect for your own set of customers
Own team delivery outcomes ensuring implementations are on track, customers are unblocked, and quality is high
When needed, engineer and ship product enhancements like custom pricing models to support a customer’s requirements to go live
Drive consistent implementation methodology across the team: kickoffs, technical discovery, API design, and go-live
Run 1:1s, provide regular feedback, and support the growth and performance of each team member
Partner with Customer Success to maintain smooth handoffs and long-term account health
Escalate and resolve technical blockers; serve as a senior technical resource for complex or at-risk implementations
Identify patterns across customer engagements and advocate with Product and Engineering for improvements that solve problems at scale
Contribute to team documentation, reference architectures, and best practices that accelerate future implementations
Collaborate with Recruiting to support hiring, interviewing, and onboarding for the team as we grow
About you:
5-7 years of experience in a technical post-sales role: solutions engineering, implementation consulting, technical account management, or similar
3-5 years of people management experience, with a track record of supporting IC growth and holding a team accountable to results
Technically proficient as an implementation practitioner with a strong understanding of APIs, webhooks, system integrations, and SQL; comfortable debugging issues and translating technical tradeoffs for customers
Proven ability to translate between business requirements and technical architecture
Strong communicator: clear with your team, credible with customers, and effective cross-functionally
You model Orb's values by keeping customer outcomes front and center, moving with urgency, taking initiative, and caring deeply about accuracy and quality
You're fluent in technical conversations with engineering teams
You bring emerging emotional intelligence- you understand what each person on your team needs to do their best work
You're a connector: you help your team collaborate cross-functionally, escalate blockers appropriately, and keep stakeholders aligned
You take ownership of hiring outcomes, not just processes
Some domestic travel required
At Orb, we believe great engineers can learn any stack, so you do not need experience with these specific tools, and we encourage you to apply regardless.
Frontend: Typescript + React + Tailwind CSS
Backend: Python
Datastores: PostgreSQL + Apache Druid+ Clickhouse
Streaming Platforms: Kafka + Spark Streaming
Cloud Platform: AWS
Benefits:
Excellent medical, dental, and vision insurance
One Medical membership
Unlimited PTO plus an additional week off between Christmas and New Year’s
401k plan
16-week paid parental leave with equity vesting
Commuter stipend
Catered lunches in the office
Annual learning & development stipend
Meaningful equity in the form of stock options
Equal Opportunity Employer
We work with each other day in and day out, and strongly believe that building a diverse and inclusive team is key to our long-term goals and success as a company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.