Manager, Customer Success

At ARCOS we are making a difference in the lives of local communities every day, especially during emergencies such as weather (storms) and rebuilding the old infrastructure of utilities in the United States.

ARCOS is the leader in delivering SaaS solutions for managing resources, ensuring accurate, compliant shift scheduling and automatic planning for all types of events. The ARCOS solution reports on the up to-the-minute location and status of equipment and crews via mobile workforce management technology for utilities and other critical infrastructure, like airlines, manufacturers, and industrial facilities. The ARCOS platform helps organizations save time and money, while improving customer satisfaction and the efficiency, safety, and accuracy of operations.

Position Summary

As a Manager, Customer Success, you will oversee a team of dedicated Customer Success Managers, guiding them to ensure the satisfaction and success of our customers with our products, solutions, and services. In addition to managing your own portfolio of clients, you will provide leadership and mentorship to the CSM team, driving a culture of excellence and collaboration. This role requires a combination of strong leadership skills, strategic thinking, and a passion for delivering exceptional customer experiences.

Essential Job Functions

• Team Leadership and Development:
• Provide leadership, guidance, and mentorship to a team of CSMs.
• Set clear performance expectations and goals for the team, fostering a culture of accountability and continuous improvement.
• Conduct regular one-on-one meetings, performance evaluations, and coaching sessions to support individual growth and development.
• Customer Relationship Management:
• Manage your own portfolio of key customers, serving as the primary point of contact and ensuring their success and satisfaction by driving solution adoption and value realization.
• Monitor team performance metrics and customer health indicators, identify areas for improvement and implement action plans as needed.
• Support CSM team members in building strong, long-lasting relationships with clients and addressing any issues or escalations.
• Lead by example in delivering exceptional customer service and driving value for our customers.
• Prepare and conduct high quality Executive Business Reviews with key customers.
• Customer Success Strategy:
• Collaborate with the CSM team and cross-functional stakeholders to develop and execute customer success strategies aligned with organizational goals.
• Provide strategic guidance to the team on success planning, upsell/cross-sell opportunities, and customer expansion initiatives.
• Cross-Functional Collaboration:
• Work closely with Sales, Marketing, Product, Professional Services, and Support teams to ensure alignment and collaboration on customer success initiatives and customer risk management.
• Advocate for customer needs and priorities within the organization, influencing product roadmap decisions and process improvements.
• Facilitate knowledge sharing and best practice sharing among team members to drive collective success.
• Issue Resolution and Support:
• Support the CSM team in addressing customer concerns, challenges, and escalations in a timely and effective manner.
• Serve as a point of escalation for complex customer issues, providing guidance and assistance to ensure resolution.
• Collaborate with internal stakeholders to implement solutions and improvements based on customer feedback and insights.
  

Qualifications & Skills

• Bachelor’s degree from an accredited college or university, and/or equivalent work experience.
• 5+ years of experience in customer success within a SaaS or technology company, including experience in a mission-critical industry (i.e., utilities, mass transit (air/rail), telecommunications, etc.)
• Proven experience as a CSM to enterprise Software-as-a-Service clients, with at least three (3) years of experience in a leadership or managerial capacity.
• Strong leadership and people management skills, with a track record of coaching and developing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and team members alike.
• Strategic thinking and problem-solving abilities, with a focus on driving customer success and achieving business outcomes.
• Ability to generate high-quality, professional, customer-facing artifacts, including executive presentations and quantitative analyses and reports.
• Familiarity with CRM software (e.g., Salesforce), customer success platforms (e.g., Gainsight), and project management tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Passion for customer satisfaction and a commitment to delivering exceptional service.
• Ability to support up to 30% travel, including domestic and international. The ability to travel by air is mandatory. Must possess a valid driver’s license.
  
  

Company Culture

At ARCOS, we believe in fostering a culture of ownership, accountability, and teamwork. We value the collective strength of our team and understand that our success results from our collaborative efforts. We're not just looking for employees; we're seeking partners in our mission. If you take pride in your work, are always eager to learn and grow, and believe in the power of teamwork, we want you on our team.

Benefits

You will be eligible to participate in ARCOS health benefits to include (100% employer-paid dental and vision premiums for single coverage), 401(k) with company match, generous PTO plan, Summer hours and a technology stipend just to name a few. Please visit our Careers page (www.arcos-inc.com/careers) to learn more about all of these great benefits.