Senior Customer Success Manager - Remote

Overview

ArcSite is seeking a Senior Customer Success Manager to build and maintain strong relationships with clients, ensuring exceptional customer satisfaction and driving account growth.

In Short

• Build and maintain strong relationships within assigned accounts.
• Foster customer satisfaction and loyalty by understanding customers' critical business issues.
• Conduct QBRs and discovery calls to uncover upsell and cross-sell opportunities.
• Track account metrics and align product capabilities with customer goals.
• Create and implement strategic account plans for retention and growth.
• Educate customers on the use and benefits of ArcSite solutions.
• Manage escalations and resolve customer issues promptly.
• Act as a customer advocate, capturing feedback for product improvements.
• Develop and share best practices with team members.

Requirements

• Extensive experience in customer success roles.
• Proven track record of enhancing customer relationships.
• Strong understanding of customer satisfaction metrics.
• Ability to drive positive outcomes and measurable improvements.
• Excellent communication and problem-solving skills.
• Experience in strategic account management.
• Ability to work collaboratively with internal teams.
• Proactive approach to understanding client needs.
• Experience in contract renewals and negotiations.

Benefits

• Remote-first work environment.
• Opportunity for career growth.
• Strong sense of community and collaboration.
• Impactful work shaping the future of design.
• Engaging company culture based on core values.