Customer Success Manager

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

📋 Description

• Serve as a proactive, consultative partner aligned with customer use cases, desired outcomes, and strategic objectives.

• Assist customers in navigating Aria’s features, products, and best practices to enhance adoption, optimization, and measurable value.

• Organize and deliver impactful business reviews, value assessments, and success planning sessions.

• Convert customer goals into actionable success plans and strategies for platform adoption.

• Manage a designated book of business, accountable for both retention and expansion revenue.

• Carry a quota linked to renewals, upselling, and cross-selling opportunities within current accounts.

• Proactively discover, qualify, and cultivate expansion opportunities across new use cases, business units, subsidiaries, and regions.

• Develop and sustain a robust pipeline of expansion prospects through consistent customer engagement and strategic planning.

• Accurately forecast revenue and manage deal progression utilizing CRM and internal tools.

• Align expansion initiatives with customer value realization, business outcomes, and long-term platform adoption.

• Establish and maintain strong, multi-threaded relationships within customer organizations.

• Collaborate with senior stakeholders to enhance retention, satisfaction, and long-term partnerships.

• Act as a trusted advisor to customer leadership.

• Foster customer advocacy through references, case studies, and participation in customer programs.

• Gather, synthesize, and relay product feedback related to customer needs and expansion requirements.

• Recognize and escalate feature requests that enhance platform usability, scalability, and global readiness.

• Work collaboratively with Product, Support, Sales, and Marketing teams to ensure customer success.

• Advocate for customers internally while balancing platform strategy and scalability.

• Manage multiple customer relationships while ensuring strong organization, prioritization, and follow-through.

• Maintain precise account documentation, success plans, and opportunity tracking in CRM.

• Participate in customer events and travel to customer sites 1–2 times a year as necessary.

⛳️ Requirements

• 3–5 years of experience in a customer-facing position (Customer Success, Account Management, or similar).

• Experience engaging with enterprise or mid-market customers in complex, multi-stakeholder settings.

• Proven track record of meeting and exceeding quota targets.

• Demonstrated ability to identify, develop, and close expansion opportunities within existing accounts.

• Excellent communication, presentation, and relationship-building skills.

• Comfortable leading strategic discussions via web conferencing and face-to-face meetings.

• Familiarity with CRM and Customer Success tools.

• Ability to independently manage priorities in a fast-paced environment.

• Experience with subscriptions, usage-based pricing, payments, or e-commerce is highly preferred.

🏝️ Benefits

• Competitive salaries and comprehensive benefits.

• Attractive stock options.

• Flexible and informal work environment.