ARR-Driven Customer Success Lead

Hartford Electric Supply Company; Rocky Hill, Northern (CT, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Hartford Electric Supply Company is seeking a Customer Success Manager to partner with customers invested in ARR service contracts and software subscriptions. You will manage a portfolio, ensuring measurable value and high satisfaction throughout the lifecycle of their service engagements.

Using the LAER framework—Land, Adopt, Expand, Renew—you will guide customers from onboarding through adoption, growth, and long-term retention, coordinating with sales, support, services, and training teams to

Qualifications

• Proven experience in Customer Success, Account Management, or similar roles.
• Experience managing ARR, SaaS, or subscription-based business models.
• Excellent interpersonal, written, verbal, and analytical skills.

Responsibilities

• Own and manage a portfolio of customer accounts with ARR targets.
• Drive retention, renewal, and expansion within assigned accounts.
• Develop and execute account plans aligned to customer goals and business outcomes.
• Land, Adopt, Expand, Renew: lead cross-functional strategies to maximize value.
• Conduct regular QBRs to communicate value and align on objectives.
• Translate usage data and KPIs into clear business value and ROI.
• Coordinate with internal teams to ensure seamless customer experience.

Skills

Customer Success

Account Management

SaaS / subscription economy

Data analysis

Communication

Relationship building

Education

High School or GED

Bachelor’s degree preferred

Tools

CRM systems

ERP systems

Job description

Hartford Electric Supply Company is seeking a Customer Success Manager to partner with customers invested in ARR service contracts and software subscriptions. You will manage a portfolio, ensuring measurable value and high satisfaction throughout the lifecycle of their service engagements.

Using the LAER framework—Land, Adopt, Expand, Renew—you will guide customers from onboarding through adoption, growth, and long-term retention, coordinating with sales, support, services, and training teams to