Senior Success Manager
About The Position
We're looking for an Senior Success Manager to deliver a polished onboarding experience for new customers and an elevated, long-term partnership for our most strategic accounts. This is a solutions-oriented role; you'll work closely with customers to understand their specific workflows and configure needs, not a one-size-fits-all setup. You'll own the relationship from day one through renewal, and you'll have a Customer Success Specialist supporting you on SMB accounts and tactical execution so you can stay focused on what matters most. This is a fully remote position, however ideal candidates must be located within Jacksonville, FL.
Requirements
- 5+ years in implementation, customer success, or enterprise account management
- Experience configuring SaaS platforms to meet customer-specific needs
- Strong project management skills - you keep things moving without dropping the ball
- A solutions-oriented mindset - you don't just flag problems, you solve them
- Comfortable presenting to and building relationships with senior stakeholders
Nice To Haves
- Experience with federal, defense, or public safety customers is a plus
Responsibilities
- Lead onboarding for new enterprise customers from kickoff through go-live
- Configure customer environments to reflect their specific operational needs and workflows
- Lead training sessions - virtual and on-site - for users and administrators
- Manage timelines, milestones, and communication throughout the onboarding process
- Travel as needed to support deployments and training at customer sites
- Own long-term relationships with enterprise and Guard accounts post-implementation
- Serve as a trusted partner, helping customers get maximum value from ARRO as their missions evolve
- Lead Quarterly Business Reviews focused on usage, outcomes, and growth opportunities
- Identify and support expansion opportunities based on evolving customer needs
- Manage renewal readiness through consistent engagement and demonstrated platform value
- Serve as the primary escalation point for enterprise customer concerns
- Partner with internal teams to resolve complex issues in a way that meets mission requirements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
