Customer Success Manager - EMEA

Arango; Madrid; À distance; EUR 70 000 - 110 000; Plein temps

Résumé du poste

Arango in Europe is seeking a (Strategic Accounts) Customer Success Manager - EMEA to drive adoption, retention and expansion across high-value clients. You will engage with executives and operational teams to ensure ROI and business outcomes align with strategic goals.

The role emphasizes consultative engagement, onboarding, and collaboration with Sales to identify expansion opportunities, while serving as a trusted advisor and voice of the customer to Product and Engineering.

Qualifications

• 5 years of customer-facing experience in engagement and technical training.
• Experience with ticketing systems (JIRA, Zendesk).
• Experience with at least one programming language (e.g., C++, Java, JavaScript).
• Network fundamentals (DHCP, DNS, HTTP).
• Unix/Linux system administration (RedHat, CentOS, CoreOS).
• Containerization with Docker and Kubernetes.
• Experience with NoSQL technologies and database systems.
• Strong troubleshooting and technical communication skills (in English).
• Root cause analysis and analytical skills.
• Ability to prioritize tasks in a fast-moving environment.

Responsabilités

• Provide elevated level of technical support in resolving issues/bugs/upgrades.
• Lead onboarding & adoption with tailored success plans.
• Build trusted advisor relationships with customers at executive & operational levels.
• Conduct QBRs/MBRs to track ROI & business outcomes.
• Identify expansion opportunities in collaboration with Sales.
• Make sure all customers concerns/questions are addressed.
• Keep track of your customer’s open cases and work with support team to solve those.
• Serve as the voice of the customer into Product & Engineering.

Connaissances

Customer-facing communication

Executive engagement

Analytical skills

Troubleshooting

Task prioritization

Outils

JIRA

Zendesk

Unix/Linux

Docker

Kubernetes

NoSQL databases

Graph technologies

Description du poste

(Strategic Accounts) Customer Success Manager - EMEA

About Arango:

Arango delivers a unified, natively multimodel contextual data platform that powers AI agents, assistants, and applications with the unified, current, and trusted business context needed to reason, decide, and act at scale.

The Arango Contextual Data Platform connects fragmented enterprise data with LLMs, copilots, and AI agents through a simplified architecture delivered out of the box. By combining graph, vector, document, key-value, and search capabilities in a single platform, Arango eliminates the complex stacks many organizations build to operationalize enterprise AI.

Trusted by organizations including NVIDIA, HPE, the London Stock Exchange, PSI CRO, the U.S. Air Force, NIH, Siemens, Transient.AI, Matpriskollen, and Articul8, Arango helps enterprises move from AI pilots to reliable production systems faster while lowering infrastructure complexity and total cost of ownership. Arango is a proud member of the NVIDIA Inception Program and the AWS ISV Accelerate Program. Learn more at arango.ai, LinkedIn, and G2.

Role Purpose

Drive adoption, retention, and expansion in high-value strategic accounts through consultative engagement and executive alignment.

Responsibilities

• Provide elevated level of technical support in resolving issues/bugs/upgrades
• Lead onboarding & adoption with tailored success plans.
• Build trusted advisor relationships with customers at executive & operational levels.
• Conduct QBRs/MBRs to track ROI & business outcomes.
• Identify expansion opportunities in collaboration with Sales.
• Make sure all customers concerns/questions are addressed
• Keep track of your customer’s open cases and work with support team to solve those
• Serve as the voice of the customer into Product & Engineering.

Location

Europe (CEST) - Remote - Spain, Poland, Etc.

Key Metrics

• Gross/Net Retention (GRR/NRR).
• Executive engagement & ROI achievement.
• Expansion pipeline influenced.
• Customer advocacy (case studies, references, NPS).

Requirements

• 5 years of prior experience in customer-facing roles, including customer engagement, and providing technical training to customers
• Experience with ticketing systems (JIRA, Zendesk, etc.)
• Experience with at least one programming language, e.g., C++, Java, JavaScript
• Network fundamentals (DHCP, DNS, HTTP)
• Hands-on experience with Unix/Linux system administration (RedHat, CentOS, CoreOS)
• Containerization with Docker and Kubernetes
• Prior experience with NoSQL technologies and database systems
• Strong troubleshooting skills and excellent technical communication skills (in English)
• Strong root cause analysis and analytical skills
• Ability to prioritize tasks in a fast-moving environment
• Remaining calm in pressure situations and adapting quickly to change
• Experience with graph technologies is considered a plus

What Makes Arango Special?

At Arango, we believe that AI is only as powerful as the data foundation. Our mission is to help organizations build AI systems that can reason, decide and act based on unified, current, and trusted business context at scale. We are helping define a new category of infrastructure: the contextual data layer for AI.

Working at Arango means:

• Contributing to cutting-edge AI and data infrastructure
• Collaborating with experienced engineers, marketers, and product leaders
• Helping shape how enterprises build AI-powered applications

If you're excited about the intersection of AI, data, and social media, we’d love to hear from you.