Senior Customer Success Manager

About the Company

ArcSite is the leading mobile sketching and drawing-based takeoff and estimating solution, trusted by designers, field sales teams, technicians, and inspectors. Our intuitive platform empowers users to create professional drawings on any device—without the steep learning curve of traditional CAD software—helping businesses save time, generate quotes faster, and close deals more efficiently.

We’re a remote-first team with a strong sense of community, driven by growth, collaboration, and our core values: start with the customer, constantly improve, take risks, operate with transparency, and own it. At ArcSite, every team member has the opportunity to grow their career while making an impact, shaping the future of design, and living these values in everything we do.

About the Role

ArcSite is actively seeking a talented, energetic, and highly motivated professional to become an integral part of our Customer Success Team. This pivotal role entails the development and maintenance of strong relationships with assigned accounts, with a primary focus on ensuring exceptional customer satisfaction and facilitating clear recognition of ROI. The Sr. CSM will spearhead initiatives to secure renewals and identify opportunities for solution growth, playing a crucial role in the company's expansion strategy.

Working in close collaboration with customers, the Sales department, and the Product Management team, the Sr. CSM will be responsible for ensuring that our services not only meet but exceed customer expectations. This position requires a proactive approach to understanding client needs, anticipating potential challenges, and delivering tailored solutions that align with both customer goals and ArcSite's business objectives.

The ideal candidate for this position will possess extensive experience in customer success roles, demonstrating a proven track record of nurturing and enhancing customer relationships across diverse industries. This individual should have a history of driving positive outcomes, as evidenced by measurable improvements in customer satisfaction, retention rates, and overall account growth.

Key Responsibilities

• Build and maintain strong relationships within assigned accounts.

• Foster customer satisfaction and loyalty by demonstrating a deep understanding of customers' critical business issues and needs, while delivering products and solutions that help them achieve their business objectives.
• Conduct QBRs and discovery calls to uncover additional upsell / 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.

Requirements

• Bachelor's degree required. At least 8 years of experience in customer success with SaaS companies focused on mid-market/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.

Benefits

• Fully remote

• Unlimited PTO
• Medical, dental, and vision insurance
• 401K match
• $75 monthly wellness stipend

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. We welcome people from diverse backgrounds and perspectives to apply to our positions.