Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the entire post-sale lifecycle for a portfolio of ArborXR clients, from onboarding to renewal and expansion.

• Serve as the primary contact and relationship steward for a designated group of customers.

• Cultivate multi-threaded relationships with program managers, IT/MDM administrators, procurement teams, and executive sponsors.

• Act as a trusted advisor regarding strategic, operational, and technical hurdles.

• Conduct structured check-ins, business reviews, and quarterly business reviews (QBRs), aligning ArborXR usage with customer objectives and return on investment (ROI).

• Create and uphold success plans that include adoption milestones and criteria for renewal readiness.

• Lead the onboarding process from kickoff to initial value realization, ensuring devices are registered, content is deployed, and administrators receive training.

• Promote the adoption of fleet management, content deployment, insights, and integrations.

• Identify customers with low engagement and implement re-engagement strategies.

• Manage renewals starting 120 days prior, including stakeholder confirmation, value affirmation, commercial preparation, and finalization.

• Assume accountability for gross revenue retention and identify churn risks through usage, engagement, and relationship health indicators.

• Navigate procurement processes, purchase orders, and contract mechanics for standard renewals.

• Identify and qualify opportunities for expansion related to devices, locations, business units, insights, and upgraded service tiers.

• Conduct standard expansion discussions and collaborate with Sales on larger growth initiatives.

• Formulate account growth strategies across various use cases, business units, regions, and stakeholder groups.

• Maintain precise account information in HubSpot, encompassing renewal stages, health scores, contacts, and partner relationships.

• Provide product feedback, competitive insights, and use-case experiences to Product, Marketing, and Sales teams.

• Collaborate with Support, RevOps, Channel, and Sales on shared accounts and issue resolution.

• Participate in Customer Advisory Boards, customer stories, reference programs, and feedback sessions.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, or a renewals-focused post-sale role in B2B SaaS.

• Proven track record of managing renewals and retention outcomes, ideally with direct commercial responsibilities (quotas, gross retention rate/net retention rate targets, or renewal portfolios).

• Experience overseeing a portfolio of accounts across various segments, balancing high-touch strategic initiatives with efficient coverage of a broader client base.

• A background in or strong familiarity with the XR industry is highly desirable.

• Experience with hardware and software deployments, MDM, or IT-related products is a significant advantage.

• Comfortable collaborating with IT teams and engaging in technical deployment discussions.

• Familiarity with channel and reseller ecosystems, along with the ability to manage accounts involving partners.

• Experience with HubSpot, Salesforce, Gainsight, or similar CRM/customer platforms, with a strong commitment to data hygiene.

• Exceptional communication skills and executive presence: capable of leading a QBR, navigating difficult renewal discussions, and crafting concise follow-ups.

• An analytical mindset capable of interpreting usage data, identifying risks and expansion opportunities, and taking appropriate action.

• Comfortable with uncertainty and driven to help establish scalable Customer Success processes within a growing organization.

• A customer-first mindset with a genuine enthusiasm for enabling organizations to achieve long-term value from ArborXR while fostering trusted, enduring partnerships.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work environment and remote working options.

• Generous paid time off and holiday schedule.