Customer Success Manager - Remote

Arcoro Holdings Corp; Phoenix (AZ); Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k) with Company match

Flexible PTO and Company-paid holidays

Remote Work

Job summary

A rapidly growing SaaS company is seeking a Customer Success Manager to build trust and ensure account health. The role includes maintaining high customer engagement and retention, using a customer-centric approach to identify churn risks, and meeting revenue goals. Ideal candidates will have strong communication skills and experience in customer success within a SaaS environment. Competitive benefits are offered, including flexible PTO and remote work options.

Qualifications

• Minimum 2 years on a customer-facing operations service team within a SaaS or HCM software company.
• Ability to leverage internal partners for customer outcomes.
• Proven initiative in customer success roles.

Responsibilities

• Develop relationships, build trust, and promote customer loyalty.
• Proactively ensure account health and minimize churn risk.
• Conduct check-in calls and quarterly business reviews.

Skills

Professional verbal and written communication

Ability to take initiative

Multi-tasking

Managing time effectively

Fostering collaborative partnerships

Identifying churn risk

Driving favorable outcomes

Education

Bachelor’s degree or equivalent relevant work experience

Job description

Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day Our culture is collaborative, and we believe strongly in training, growth and internal advancement. We offer competitive compensation including comprehensive benefits and a generous time-off policy. We offer both on-site and remote opportunities.

At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.

About the Job:

The Customer Success Manager serves to develop these relationships, build trust, ensure overall account health, and ultimately promote retention and loyalty. The CSM also partners with counterpart(s) in Account Management by identifying organic opportunities for further expansion and adoption of Arcoro products and services.

Finally, the Customer Success Manager serves as the Customer’s advocate within Arcoro, working for timely resolutions and holding Arcoro accountable to ensure an exceptional overall experience.

What you will be doing:

• Proactively maintaining high levels of engagement and satisfaction, with a focus on increasing adoption, ensuring retention, and minimizing churn risk
• Using a customer-centric approach to identify indicators of churn before it occurs
• Conducting cadenced check-in calls with value-based messaging, and Quarterly Business Reviews to provide an in-depth analysis of engagement and opportunities with Arcoro products and services
• Identify organic opportunities for adoption and expansion, and conduct warm lead passes to the Account Management team to close additional revenue opportunities
• Serving as the Customer’s advocate within Arcoro by ensuring timely resolutions to issues or escalations; leveraging leadership when appropriate and quarterbacking issues through the organization as needed
• Maintaining a deep understanding of Customer needs, their business, our product fit, and industry-specific knowledge as it pertains to HR, benefits, compliance, etc.
• Maintaining a deep understanding of the Arcoro suite of products and services, including strengths, weaknesses, opportunities, and workarounds to ensure an optimal experience
• Understanding organizational structures within the respective book of business, including Decision Makers, Influencers, Champions, and Detractors who may play a role in the potential adoption, expansion, or retraction from Arcoro products
• Meeting goals for logo and revenue retention metrics, qualified or closed lead passes, and KPIs

Must Haves:

• Professional verbal and written communication
• Ability to take initiative, multi-task and manage time effectively
• Ability to leverage internal partners to drive favorable outcomes for Customers
• Ability to identify opportunities for growth and adoption
• Ability to identify and mitigate indicators of churn risk
• Ability to foster collaborative partnerships across company organizations

Preferred Qualifications:

• Bachelor’s degree or equivalent relevant work experience required
• Minimum 2 years on a customer-facing operations service team within a SaaS or HCM software company required

Perks and Benefits:

• 401(k) with Company match
• Flexible PTO and Company-paid holidays
• Remote Work

About the Company

A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more. Arcoro has over 7000 customers across North America.

Arcoro is a Fair and Equal Opportunity Employer

Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Arcoro is proud to be an Equal Opportunity Employer.