ArcSite

Senior Customer Success Manager

ArcSite

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

About the role

  • ArcSite is the leading mobile sketching and drawing-based takeoff and estimating solution, enabling 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.
  • 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.
  • 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.
  • Key Responsibilities: Build and maintain strong relationships; Foster customer satisfaction; Conduct QBRs and discovery calls; Track account metrics; Create and implement strategic account plans; Lead contract renewals and negotiation discussions; Educate customers; Manage escalations; Act as a customer advocate; Develop and share best practices.

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.