Customer Success Manager - Remote

Arcoro; Phoenix, Northern (AZ, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k) match

Flexible PTO

Company-paid holidays

Remote/Hybrid Work

Job summary

Arcoro is seeking a Customer Success Manager to develop strong customer relationships, manage renewals, and drive retention for our SaaS HR solutions in the construction sector. This fully remote role involves partnering with Account Management to identify expansion opportunities and ensure a seamless customer experience.

You will drive adoption, reduce churn, and advocate for clients while collaborating across teams.

Qualifications

• Minimum 2 years in a customer-facing role within a SaaS or HCM software company.
• Bachelor’s degree or equivalent relevant work experience required.
• Strong verbal and written communication skills.
• Ability to take initiative, multitask, and manage time effectively.
• Ability to leverage internal partners to drive favorable customer outcomes.
• Ability to identify opportunities for growth and adoption.
• Ability to identify and mitigate indicators of churn risk.
• Ability to foster collaborative partnerships across the organization.

Responsibilities

• Proactively maintain high levels of customer engagement and satisfaction, with a focus on increasing adoption, ensuring retention, and minimizing churn risk.
• Own and execute the end-to-end renewal process, including leading renewal conversations, aligning on pricing, and successfully booking renewals.
• Use a customer-centric approach to identify indicators of churn before they occur.
• Conduct regular check-in calls with value-based messaging, along with Quarterly Business Reviews to provide 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.
• Serve as the Customer’s advocate within Arcoro by ensuring timely resolution of issues or escalations; leverage leadership when appropriate and quarterback issues across the organization as needed.
• Maintain a deep understanding of customer needs, their business, our product fit, and industry-specific knowledge related to HR, benefits, compliance, etc.
• Maintain a deep understanding of the Arcoro suite of products and services, including strengths, weaknesses, opportunities, and workarounds to ensure an optimal experience.

Skills

Customer relationship management

SaaS product knowledge

Communication skills

Education

Bachelor’s degree or equivalent

Job description

Wantto work with a solid companythat’stransforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire,manageand 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 arecutting edge, easy to use, and that make an appreciated and notable difference in ourcustomer’sdaily lives.

About the Job:

The Customer Success Manager serves to develop strong customer relationships, build trust, ensure overall account health, andultimately promoteretention and loyalty. The CSM also partners closely with Account Management byidentifyingorganic opportunities for further expansion and adoption of Arcoro products and services.

In addition, the Customer Success Manager owns the full renewal process and motion—including renewal conversations, pricing alignment, and booking—ensuring a seamless and value-driven experience for the customer.

Finally, the Customer Success Manager serves as the Customer’s advocate within Arcoro, drivingtimelyresolutions and holding internal teams accountable to deliver an exceptional overall experience. This position will be fully remote.

What you will be doing:

• Proactivelymaintainhigh levelsof customer engagement and satisfaction, with a focus on increasing adoption, ensuring retention, and minimizing churn risk
• Own and execute the end-to-end renewal process, including leading renewal conversations, aligning on pricing, and successfully booking renewals
• Use a customer-centric approach toidentifyindicators of churn before they occur
• Conduct regular check-in calls with value-based messaging, along with Quarterly Business Reviews to provide in-depth analysis of engagement and opportunities with Arcoro products and services
• Identifyorganic opportunities for adoption and expansion, and conduct warm lead passes to the Account Management team to closeadditionalrevenue opportunities
• Serve as the Customer’s advocate within Arcoro by ensuringtimelyresolution of issues or escalations; leverage leadership whenappropriateand quarterback issues across the organization as needed
• Maintain a deep understanding of customer needs, their business,our productfit, and industry-specific knowledge related to HR, benefits, compliance, etc.
• Maintain a deep understanding of the Arcoro suite of products and services, including strengths, weaknesses, opportunities, and workarounds to ensurean optimalexperience
• Understand organizational structures within the assigned book of business, including Decision Makers, Influencers, Champions, and Detractors who mayimpactadoption, expansion, or retention
• Meet goals for logo and revenue retention metrics, renewal performance, qualified or closed lead passes, and other KPIs

Must Haves:

• Minimum 2 years in a customer-facing role within a SaaS or HCM software companyrequired
• Bachelor’s degree or equivalent relevant work experiencerequired
• Strong verbal and written communication skills
• Ability to take initiative, multitask, and manage time effectively
• Ability toleverageinternal partners to drive favourable customer outcomes
• Ability toidentifyopportunities for growth and adoption
• Ability toidentifyand mitigate indicators of churn risk
• Ability to foster collaborative partnerships across the organization

Perks and Benefits:

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

Salary Range:

$70,000-$90,000 DOE

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. WithArcoro’sflexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration,timeand 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.