Manager of Customer Success - Hybrid

Arcoro Holdings Corp; Phoenix (AZ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

401(k) with Company match

Flexible Time Off

Company-paid holidays

Hybrid Work

Job summary

A leading SaaS company in Phoenix is seeking a Manager of Customer Success to lead a team focusing on customer retention and growth. This role involves strategic leadership and hands-on customer engagement. The ideal candidate will have over 5 years of experience in Customer Success, strong leadership skills, and a background in relevant industries. Competitive compensation and a flexible work environment are offered.

Qualifications

• 5+ years in Customer Success or Account Management, with 2 years in a leadership role.
• Background in SaaS, Human Resources, Payroll or Construction Management.
• Proven track record managing renewals and expansion.

Responsibilities

• Lead a team of Customer Success Managers to deliver high-quality customer experiences.
• Manage a portfolio of SMB and Scale level customer accounts.
• Identify upsell and cross-sell opportunities.

Skills

Leadership

Communication

Problem-solving

Customer Success Management

Data-driven mindset

Education

Bachelor’s degree in Business, Communications, Human Relations, or related field

Tools

ChurnZero

Gainsight

Salesforce

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

As the Manager of Customer Success, you will lead, mentor, and inspire a team of Customer Success Managers (CSMs) while owning the overall success, retention, and growth of your team’s customer portfolio. You will develop and execute strategies that drive renewals, identify expansion opportunities, and ensure customers achieve their desired outcomes. This role requires a combination of strategic leadership, hands‑on customer engagement, and cross‑functional collaboration. This position requires a location of either Phoenix, AZ or Des Moines, IA area.

What You Will Be Doing

• Own and drive the overall Gross Renewal Rate (GRR) of your team’s portfolio.
• Lead, coach, and mentor a team of Customer Success Managers to deliver high‑quality, value‑driven customer experiences.
• Manage a portfolio of SMB and Scale level customer accounts, ensuring satisfaction, retention, and growth in a high volume, lower touch environment.
• Set customers up for successful renewals by aligning value, managing expectations, and maintaining strong relationships, in partnership with Account Managers.
• Identify upsell and cross‑sell opportunities by generating Customer Success Qualified Leads (CSQLs) and partnering with Account Managers to drive expansion.
• Serve as the escalation point for high‑impact or at‑risk accounts, collaborating cross‑functionally to resolve issues.
• Facilitate strategic success planning sessions, business reviews, and ongoing engagement to align customer goals with product outcomes.
• Analyze customer health data and leverage AI tools to anticipate risks, implement corrective actions, and optimize the customer journey.
• Build multi‑threaded relationships within customer accounts to deepen engagement and support expansion opportunities.
• Contribute to team best practices and promote a culture of continuous improvement.
• Report on team performance, customer outcomes, and KPIs to senior leadership.

Must Haves/Competencies

• Bachelor’s degree in Business , Communications, Human Relations, or related field
• 5+ years in Customer Success or Account Management, with at least 2 years in a leadership role.
• Background in SaaS, Human Resources, Payroll or Construction Management industries.
• Proven track record managing a full book of business, including renewals and expansion.
• Strong leadership, coaching, and team management skills.
• Exceptional communication, interpersonal, and problem‑solving abilities.
• Experience handling escalations with a calm, solution‑oriented approach.
• Proficiency with customer success and CRM platforms (e.g., ChurnZero, Gainsight, Salesforce).
• Data‑driven mindset with a focus on customer outcomes and KPIs.

Preferred

• Familiarity with customer journey mapping and health scoring frameworks.
• Ability to influence cross‑functional teams without direct authority.

Perks and Benefits

• 401(k) with Company match
• Flexible Time Off and Company‑paid holidays
• Hybrid 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 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 an 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.