ArcSite is seeking a Senior Customer Success Manager to join its Customer Success Team. This pivotal role involves developing and maintaining strong relationships with assigned accounts to ensure customer satisfaction, secure renewals, and identify growth opportunities. You will work closely with customers, Sales, and Product Management to exceed expectations and align solutions with customer goals.
What You'll Do
- Build and maintain strong relationships within assigned accounts.
- Foster customer satisfaction and loyalty by understanding customers' critical business issues and delivering products and solutions that help achieve their business objectives.
- Conduct QBRs and discovery calls to uncover additional upsell and cross-sell opportunities.
- Track account metrics and align product capabilities with customer goals while collaborating with internal teams to identify business development opportunities.
- Collect data around client workflows, goals, and experience with the ArcSite software.
- Create and implement strategic account plans to boost customer retention and foster growth.
- Lead contract renewals and negotiation discussions.
- Educate customers on the use and benefits of ArcSite solutions.
- Manage escalations and promptly resolve customer issues.
- Act as a customer advocate by capturing feedback and relaying product requests to Product Management and Engineering teams.
- Develop and share best practices with team members to improve the quality, effectiveness, and efficiency of our customer support.
What We're Looking For
- Bachelor's degree required.
- At least 8 years of experience in customer success with SaaS companies focused on mid-market and enterprise customers.
- Proven track record of retaining and growing strategic relationships with accounts.
- Experience deploying data-driven Quarterly Business Reviews (QBRs).
- Exceptional communication skills, both written and verbal, and the ability to engage with both technical and executive audiences.
- Ability to think creatively, adapt to changing circumstances, and maintain a customer-centric focus.
- Strong project management skills with a focus on meticulous attention to detail, adherence to timelines, and delivery of high-quality work.
- A growth mindset with a genuine enthusiasm for assisting others.
Team & Environment
Works in close collaboration with customers, the Sales department, and the Product Management team.
Benefits & Compensation
- Fully remote
- Unlimited PTO
- Medical, dental, and vision insurance
- 401K match
- $75 monthly wellness stipend
Work Mode
This is a fully remote, global position.
ArcSite is an equal opportunity employer and fosters an inclusive environment. We do not discriminate based on gender, race, ethnicity, orientation, creed, or other traits.
