ArborXR

Customer Success Manager

• Support Mid-Market/SMB customers through automated and light-touch success motions.
• Identify when customer situations require escalation and route appropriately to Customer Success, Support, Sales, RevOps, or leadership.
• Help coordinate onboarding communications, webinar invitations, renewal reminders, and product update education.
• Route customers to the right resource, including Support, CS, Channel, or Account Management, depending on need.
• Monitor customer engagement signals and flag accounts that may require CSM intervention.
• Maintain consistent, proactive communication with assigned customers, while effectively triaging questions, concerns, and needs.
• Contribute to the ongoing improvement of customer lifecycle processes, operational workflows, templates, and automation.
• Ensure new customers receive the appropriate onboarding pathway based on tier, relationship type, and partner involvement.
• Coordinate kickoff calls for Enterprise, Mid-Market, and SMB customers.
• Help maintain onboarding templates, checklists, webinar follow-ups, and customer-facing resources.
• Track onboarding completion and identify customers who may be stalled or under-engaged.
• Maintain accurate customer records, including company associations, renewal dates, CSM ownership, partner/reseller relationships, and customer contact rules.
• Help maintain reporting visibility around onboarding progress, renewal readiness, customer engagement, and operational health metrics.
• Monitor account health fields, renewal stages, lifecycle status, and onboarding status.
• Identify missing, outdated, or inconsistent customer data and coordinate cleanup.
• Support the development and ongoing refinement of health scoring, churn indicators, and lifecycle automation.
• Help manage renewal communication workflows beginning 120 days before renewal.
• Ensure renewal records are complete and accurately staged.
• Flag missing POs, unclear ownership, low engagement, or other renewal risk signals.
• Partner with CSMs to ensure key accounts receive appropriate attention before renewal.
• Identify customer expansion signals, adoption opportunities, and engagement patterns that may support future growth conversations.
• Help customers stay informed about relevant product updates, webinars, and best practices.
• Support distribution of resources based on customer type, use case, and maturity.
• Assist with organizing lessons learned from similar customers into repeatable guidance.

Customer Success Coordinator