Customer Success Manager
About The Position
Arkatechture is seeking a Customer Success Manager to join our Customer Success team while driving long-term customer value and growth across our Arkalytics client base. In this role, you will own strategic account health, and build strong executive relationships with customers to drive adoption, retention, and expansion outcomes. You will guide customers through business reviews, align solutions to their strategic goals, and collaborate cross-functionally to ensure customer success across Support Services, Engineering, and Product. The ideal candidate combines customer-centric leadership and a passion for helping customers achieve measurable outcomes through data and analytics.
Requirements
- Bachelor's Degree in a relevant field or 4-6 years of experience in a similar role
- Experience within Customer Success, Services, or a similar role
- Strong focus on learning and understanding the goals and strategies of customers
- Entrepreneurial, self-sufficient, and self-driven
- Comfort making decisions under uncertainty
- Strong empathy for customers and passion to achieve revenue expansion and growth
- Analytical and process-oriented mindset
- Enthusiastic, learner, mentor and driven with a positive attitude
- Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
- Passionate about building a business that transforms Credit Union analytics
- Excellent communication and interpersonal skills, both written and oral
- Critical thinking and problem solving skills
- Ability to multitask, organize, and prioritize work and conflicting priorities
- Experience working with visualization tools such as Tableau or PowerBI
Nice To Haves
- Experience with Jira/Confluence (experience with Jira Service Desk is a plus)
- Experience working with financial institutions such as Credit unions, Banks
Responsibilities
- Drive Customer Success outcomes by owning, managing and growing our Arkalytics accounts
- Develop executive-level understanding of accounts through quarterly business reviews
- Expand our revenue in accounts through management of renewals and up-sell opportunities
- Maintain high customer renewal rates
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Work closely and cross-functionally to develop programs and solutions that establish, expand, and deepen customer relationships
- Remediate any customer issues immediately, escalate on time to the Head of Support Services, CTO, or CRO as required
- Understand the ongoing and future project needs of the customer by discussing strategic initiatives as well as having a firm grasp on all tickets in their queue
- Monitor the Community Forum for any constructive feedback and takeaways
- Establish customer service best practices and processes
- Additional responsibilities as assigned
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
