Remote Customer Success Manager - Construction HR SaaS

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

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.