Customer Success Manager, Mid-Market
Common Great
Senior Customer Success Manager
Arcade
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Partner closely with Sales, Product, and Leadership teams to drive adoption, retention, and expansion across Enterprise customers
- Create scalable playbooks and processes, including onboarding newly signed Enterprise customers
- Partner with Account Executives on account mapping, expansion strategies, and executive alignment
- Run QBRs and executive business reviews to drive adoption, ROI, and alignment with customer goals
- Leverage customer usage metrics and signals to proactively identify risks and opportunities for growth
- Engage with internal and customer leadership to strengthen executive-level relationships
- Provide structured feedback to the product team to resolve issues and shape the roadmap
- Manage Enterprise renewals and expansions in partnership with Sales, driving towards GRR/NRR benchmarks
Requirements
- 3-4+ years as a customer success manager at B2B SaaS companies supporting Enterprise subscriptions
- Strategic mindset with a commercial lens, understanding how customer engagement connects to growth, profitability, and long-term retention
- Managed complex enterprise accounts with multiple stakeholders and cross-functional decision makers
- Familiarity with executive level frameworks such as account mapping and QBRs with the ability to translate technical value into business outcomes
- Data-driven using signals, customer health metrics, and business outcomes to prioritize actions and surface opportunities or risks
- Successful track record of managing retention and driving growth metrics (GRR/NRR) through high-touch engagement
Benefits
- Competitive salary and meaningful equity
- Unlimited PTO and sick days
- 401k, and top tier Health, Dental and Vision insurance
- $500 a month remote work stipend
- Meeting light culture
- Biannual company retreats
- Latest productivity software such as Notion, Linear and Superhuman
- A team that values diversity and inclusion
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementaccount mappingQBRsdata analysiscustomer health metricsgrowth metricsretention strategiesB2B SaaSenterprise account managementbusiness outcomes
Soft skills
strategic mindsetcommercial awarenessrelationship buildingcross-functional collaborationexecutive alignmentcommunicationproblem-solvingfeedback provisionrisk identificationopportunity recognition
