ArcSite

Head of Customer Success

ArcSite

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Lead

About the role

  • Lead, mentor, and develop the Enterprise Implementation, SMB Implementation, Customer Support, and Payments teams.
  • Build a high-performing, customer-obsessed organization with clear goals, processes, and accountability.
  • Act as an escalation point for high-impact or complex customer issues, guiding both strategy and hands-on resolution.
  • Improve reactive churn by developing systems for earlier risk detection, better customer communication, and stronger value delivery.
  • Partner closely with Product and Engineering to advocate for customer needs, influence roadmaps, and translate customer feedback into actionable insights.
  • Standardize and improve onboarding and implementation processes across customer segments.
  • Oversee performance metrics, team KPIs, and customer health reporting.
  • Collaborate with Sales to ensure smooth handoffs, strong expectations setting, and long-term customer success.
  • Identify, design, and launch new programs and initiatives that increase product adoption, reduce churn, and improve customer retention.
  • Ensure the Payments customer segment receives world-class support and that issues related to payment processing or workflows are quickly addressed.
  • Develop repeatable processes, playbooks, and frameworks for scalability as ArcSite continues to grow.

Requirements

  • 8-10+ years of experience in Customer Success, Implementation, or Customer Support, including leadership of multi-functional teams.
  • Proven ability to manage a large book of customers across SMB and Enterprise, ideally within a SaaS or technical environment.
  • Experience overseeing customer onboarding/implementation and support functions.
  • Demonstrated success reducing churn and improving customer retention.
  • Hands-on leadership style - comfortable joining calls, helping resolve escalations, and working directly with customers when needed.
  • Strong problem-solving skills and the ability to design and execute improvement initiatives from idea to rollout.
  • Experience working cross-functionally with Product, Engineering, and Sales.
  • Excellent communication, coaching, and stakeholder management skills.
  • Process-oriented but scrappy; able to build structure where needed without slowing the team down.
  • Ability to thrive in a fast-paced, remote-first startup environment.
Benefits
  • Fully remote
  • Unlimited PTO
  • Medical, dental, and vision insurance
  • 401K match
  • $75 monthly wellness stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successimplementationcustomer supportchurn reductioncustomer retentiononboardingSaaSperformance metricsKPI managementprogram design
Soft skills
leadershipmentoringproblem-solvingcommunicationcoachingstakeholder managementprocess-orientedadaptabilitycollaborationcustomer advocacy