Drive Customer Success outcomes by owning, managing, and growing overall customer health and value across our Arkalytics accounts
Build trusted relationships with customer stakeholders and develop a deep understanding of customer goals and strategic initiatives
Lead quarterly business reviews and strategic planning sessions with customers
Influence long-term customer value through increased product adoption, customer satisfaction, and overall account health
Identify, log and communicate risks and opportunities within accounts through customer engagement, product adoption, and feedback
Act as a trusted advisor to customers by helping them align Arkalytics with their organizational goals
Lead and support a small team of Customer Success Managers through mentorship, coaching, and ongoing development
Serve as a resource and escalation point for complex customer situations
Help establish and refine Customer Success processes, playbooks, and best practices
Set team goals and monitor performance to ensure consistent, high-quality customer engagement
Foster a collaborative and customer-centric culture across the Customer Success team
Work closely and cross-functionally with Implementation, Product, Service Delivery, Marketing, and Sales teams to ensure a seamless customer experience
Aggregate customer feedback and insights to help inform product improvements and roadmap discussions
Collaborate with internal teams to resolve customer issues and ensure timely responses to requests and service needs
Provide strategic input on customer success programs, onboarding approaches, and ongoing customer engagement strategies
Help ensure customers are receiving strong support and service throughout their lifecycle with Arkatechture

Requirements

5+ years of experience in Customer Success or a similar customer-facing role
Experience managing and growing customer relationships, ideally within a SaaS environment
Leadership experience including mentoring, coaching, or managing team members
Strong focus on learning and understanding the goals and strategies of customers
Entrepreneurial, self-sufficient, and self-driven
Comfortable making decisions under uncertainty and managing competing priorities
Strong empathy for customers and teams, passion for helping them achieve measurable outcomes
Analytical and process-oriented mindset
Excellent communication and presentation skills
Passionate about building a business that transforms Credit Union analytics
Leadership and/or management experience
Experience working on data management projects (data warehousing, BI, analytics, etc)
Excellent communication and presentation skills
Strong critical thinking and problem-solving abilities
Ability to multitask, organize, and prioritize work effectively
Experience helping build or scale Customer Success programs or processes
Experience working with visualization tools such as Tableau or PowerBI
Exposure to Cloud environments and databases such as Snowflake
Preferred Experience
Experience working with Jira/Confluence (Jira Service Desk is a plus)
Experience working with financial institutions such as credit unions or banks
Exposure to data, analytics, or business intelligence platforms

Benefits

A flexible remote work policy with optional access to our Portland, Maine office
A 4-day workweek after 3 years of service
Generous paid time off, including 11 holidays
Medical, disability, life insurance, and optional dental/vision
401(k) retirement plan with company match
Training & certification reimbursement
Milestone recognition programs, annual PTO increases, and more

Applicant Tracking System Keywords

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

Hard Skills & Tools

Customer SuccessSaaSdata managementdata warehousingbusiness intelligenceanalyticsvisualization toolsTableauPowerBICloud environments

Soft Skills

leadershipmentoringcoachingcommunicationpresentationcritical thinkingproblem-solvingempathyorganizational skillsmultitasking