Implementation Architect- San Francisco HQ

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: Implementation Architects on Orb's wider Customer Success team are the technical partners our customers rely on after they sign. You'll own the technical post-sales journey - from initial implementation through go-live and beyond - ensuring customers successfully architect their billing integration and get value from Orb as quickly as possible. You'll work directly with customers to understand their pricing models, map their business logic to Orb's platform, and guide them through complex implementation decisions. When you spot friction that's slowing customers down, you'll partner with the engineering side of our broader product/engineering team to advocate for improvements that solve problems at scale. This role is ideal for someone who loves going deep on customer problems, can navigate technical complexity without needing to write production code, and wants to directly shape how customers experience Orb. In this role, you will: - Lead implementation kickoffs and technical discovery to understand customer pricing models, data architecture, and integration requirements - Design and recommend approaches that map complex business logic—usage-based pricing, hybrid models, credits, commitments—to Orb's capabilities - Guide customers through API design decisions, event ingestion patterns, webhook configuration, and invoice customization - Troubleshoot implementation challenges and unblock customers when they get stuck - Serve as the ongoing technical point of contact for strategic accounts - Partner with Customer Success to ensure smooth handoffs and long-term customer health - Build trusted relationships with customer engineering, finance, and product teams - Identify patterns where multiple customers hit the same friction points and advocate for product improvements - Contribute to documentation, best practices, and reference architectures that accelerate future implementations About you: - 4+ years in a technical post-sales role: solutions engineering, implementation consulting, technical account management, customer engineering, or similar - Strong understanding of APIs, webhooks, and system integration concepts—you can read API docs, debug integration issues, and explain technical tradeoffs to customers - Comfortable with SQL and navigating complex data relationships - Track record of owning customer relationships through implementation and onboarding - Proven ability to translate between business requirements and technical architecture - You're fluent in technical conversations with engineering teams - You love being the trusted advisor—customers call you when they're stuck because they know you'll figure it out - You see problems through to resolution and take accountability for customer outcomes, not just deliverables - You dig into the "why" behind customer requests and don't stop at surface-level answers - You move fast and figure things out—our team motto is "you can just do things" - You spot patterns across engagements and push for solutions th