Customer Advocacy & Success Manager

Arrow International•Cleveland, OH

1d•Onsite

About The Position

The Customer Advocacy & Success Manager is responsible for capturing, developing, and amplifying the real-world success stories of Arrow customers across all markets. This role will oversee eTabs and Paper Pull Tabs and works directly with charitable organizations, sales teams, and government affairs to showcase the impact of Arrow’s products on member engagement, revenue growth, and community support. This individual serves as the voice of the customer, translating on-site experiences into compelling stories that drive sales momentum, strengthen regulatory relationships, and reinforce Arrow’s leadership in charitable gaming.

Requirements

Strong interpersonal and interviewing skills — ability to build rapport quickly in the field
Natural storyteller with the ability to simplify complex ideas into compelling narratives
Field-oriented, high energy, and relationship-driven; comfortable in fraternal and community settings
Ability to translate customer experience into tangible business value
Organized, self-directed, and KPI-focused with a bias toward action
Collaborative mindset — works effectively across sales, marketing, and government affairs

Responsibilities

Conduct regular on-site visits with VFWs, American Legions, Aeries, Moose, and other fraternal and charitable partners
Interview club leadership, staff, and members to uncover: Revenue growth stories, Member engagement improvements, Community impact outcomes
Capture testimonials, quotes, and real-life use cases that reflect the mission of Gaming for Good
Develop customer success stories for sales presentations, social media and digital campaigns, and website and promotional materials
Coordinate with the marketing team to produce: Video testimonials, Before/after performance stories, "Day in the Life” club features
Align all messaging and content with Arrow’s overarching “Gaming for Good” brand narrative
Partner with sales representatives on key accounts to identify strong story opportunities
Provide sales with localized, relatable success stories to support: New Account Acquisitions, Competitive conversions, Organic growth conversations
Attend ride-alongs and participate in key customer meetings to capture authentic insights
Supply real customer stories to support regulatory discussions, legislative efforts, and community impact narratives
Help position Arrow as a trusted partner in the charitable gaming space
Document the economic and social benefits of eTabs adoption for use in advocacy initiatives
Gather field insights on product performance, customer satisfaction, and competitive positioning
Report trends and opportunities back to sales leadership, product teams, and operations
Serve as a two-way conduit between the field and internal Arrow stakeholders