Customer Success Manager (CSM) - Arrow

Altman Solon•Boston, MA

10h•$130,000 - $150,000•Remote

About The Position

The Customer Success Manager is the connective tissue between Arrow’s capabilities and the business outcomes our clients are trying to achieve. This is not a traditional SaaS CSM role—it’s a hybrid of solutions consulting, data analysis, and technical partnership. You’ll work directly with network planning teams, finance groups, and executive stakeholders at major operators, translating their strategic priorities into actionable platform configurations, custom analyses, and new feature requirements. The telecom industry is undergoing a fundamental shift toward AI-native operations and data-driven decision-making. Operators are moving from reactive to proactive planning, embedding intelligence across every stage of network design, build, and operation. Arrow’s CSMs are at the leading edge of this transformation—helping clients realize value from a platform that sits at the intersection of geospatial analytics, mathematical optimization, and network economics.

Requirements

Strong analytical and quantitative reasoning—you think in data structures, not just dashboards
Proficiency in SQL for querying, transforming, and reporting on large datasets; comfort writing multi-join queries against relational schemas
Ability to communicate effectively across disciplines: business strategy, software engineering, network planning, and finance
Critical thinking and creative problem-solving—you can decompose ambiguous client requests into concrete analytical steps
Experience working with large, complex datasets and an intuition for data quality issues
Strong organizational skills with the ability to manage multiple concurrent client engagements
Proficiency with MS Excel, PowerPoint, and standard business tools
Bachelor’s degree in a quantitative or technical field (engineering, computer science, mathematics, geography, economics, or related discipline) preferred
2–4 years of professional experience in fast-paced consulting, technology, or telecom environments with a demonstrated record of client-facing success

Nice To Haves

Knowledge of relational and geospatial database engines, specifically PostgreSQL and PostGIS
Familiarity with GIS concepts: coordinate reference systems, spatial joins, vector/raster data, geocoding
Experience with Python and/or Java for data manipulation, scripting, or automation
Exposure to network planning, telecom infrastructure, or broadband deployment workflows (FTTH, HFC, fixed wireless)
Understanding of federal broadband programs (BEAD, RDOF, CAF) and the regulatory landscape shaping network investment
Familiarity with graph theory plus optimization concepts (linear programming, constraint satisfaction) and/or geospatial analytics tools (QGIS, DuckDB, H3, deck.gl)
Experience in strategy consulting, technical pre-sales, or solutions engineering environments
Candidates with deep domain expertise in telecom network planning or geospatial analytics may be considered with fewer years of experience

Responsibilities

Own the end-to-end client relationship from onboarding through ongoing engagement, ensuring teams are trained, productive, and realizing measurable ROI from the platform
Translate client business problems—BEAD grant strategy, fiber overbuild prioritization, M&A target network valuation, competitive response planning—into structured analytical workflows within Arrow
Build and deliver custom SQL-based reports, geospatial analyses, and data visualizations that directly support client decision-making
Serve as the “voice of the customer” internally, channeling client needs into product planning, feature prioritization, and roadmap conversations
Configure and validate platform deployments, including data ingestion pipelines, geospatial layer setup, optimization parameter tuning, and competitive overlay integration
Develop and maintain client-specific data models using PostgreSQL/PostGIS, leveraging the platform’s decision-state ontology to map network assets, customer segments, and competitive dynamics
Evaluate, reproduce, and isolate software issues, working with engineering to triage bugs and prioritize resolutions across the stack
Support rapid prototyping and testing of new features, including AI-assisted planning workflows and agentic analysis capabilities as they enter the platform
Participate in cross-functional brainstorms and product planning sessions with engineering, data science, and consulting teams
Contribute to internal thought leadership—white papers, case studies, and workshop materials—that positions Arrow as the category-defining Network Intelligence platform
Identify patterns across client engagements that signal new product opportunities, market segments, or partnership strategies
Support business development activities by participating in prospect demos, proof-of-concept engagements, and RFP responses