Senior Technical Success Manager

Arpio • Research Triangle Park, NC

1d • Hybrid

About The Position

This role is eligible for full-time remote employment within the US or can be hybrid in our Durham, NC office 2-3 days/week. Arpio participates in the US Government's eVerify Program.

Modern enterprises run their most critical applications in complex, cloud-native environments, and the threats keep multiplying: outages, ransomware, bad actors, human error. Most disaster recovery tools stop at backing up data. We’ve built the next generation of cloud resiliency and disaster recovery for AWS and Azure with an automated, application-aware platform that recovers a company's entire application stack, not isolated resources, in under an hour. We protect production workloads for enterprises that cut across multiple industries like healthcare, financial services, and SaaS - the kind of companies that can't afford downtime.

At Arpio, we believe great companies are built by people who take ownership, move with urgency, and consistently deliver results. We just closed our $15M Series A to expand into new clouds and build out our roadmap, which means we're growing the team right now, and your work will directly shape where we go next.

This isn't simply another job. It's an opportunity to help build a company.

Our Customer Success team helps Arpio customers protect their applications from the unexpected, using Arpio’s innovative SaaS platform. As a Senior Technical Customer Success Manager, you will serve as an integral part of our growing team, focusing on customer satisfaction and retention for large enterprise organizations.

In this role, you will establish yourself as a trusted partner to our enterprise customers throughout their lifecycle with Arpio. You will report to the Head of Customer Success to track customer goals & health, and partner with a Solution Engineer to navigate complex implementations.

Requirements

• 7+ years of experience in a technical, customer-facing Customer Success or Account Management role
• Previous experience using CSM tools such as SalesForce, Hubspot, Intercom, etc. and ticketing tools such as Jira
• Strong understanding of AWS and/or Azure services, cloud computing and networking technologies, and a desire to continue to learn new technologies
• Excellent communication skills with a proven ability to collaborate and build relationships with customers
• Keen attention to detail, as well as the ability to also see the bigger picture and identify opportunities for improvement
• Curious and capable problem solving skills
• Enthusiasm for working at an early stage company and diving in to take on the challenges and opportunities involved
• AWS Certified Cloud Practitioner certification (or willingness to complete within 90 days) OR Azure Fundamentals (AZ-900) certification (or willingness to complete within 90 days)

Responsibilities

• Lead implementation and onboarding processes with customers, using Customer Success best practices to document and accelerate onboarding and migration plans
• Track time to value and success metrics for Arpio customers
• Proactively monitor customer health to identify potential risks and areas of opportunity to optimize customer usage and drive adoption
• Lead quarterly business reviews with customers to share product updates and drive renewals and expansion
• Collaborate with engineers to triage and troubleshoot technical issues, ensuring timely resolution for customer-reported issues
• Partner with cross-functional teams to share customer feedback and act as a customer advocate for product improvements, as well as new features and requirements

Benefits

• Competitive salary + Equity
• Arpio will cover 100% of your personal medical premiums, 100% of your life insurance premium, and 75% of your personal premiums for vision and dental
• For your dependents, Arpio will cover 75% of medical, dental, and vision premiums.
• For fully remote employees, a $125 home office stipend or $250 company-subsidized co-working membership
• Unlimited PTO
• Small, collaborative team environment
• Opportunity to work on the cutting edge of cloud technology

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed