Create scalable playbooks and processes that will form the backbone of the customer success function, starting with the onboarding newly signed Enterprise customers to ensure they’re setup for success
Partner with Account Executives on account mapping, expansion strategies, and executive alignment to determine areas of opportunity
Run QBRs and executive business reviews to drive adoption, ROI, and alignment with customer goals positioning Arcade’s customer journey spanning multiple use cases
Leverage customer usage metrics and signals to proactively identify risks and opportunities for growth
Engage with leadership (both internally and at customer organizations) to strengthen relationships at the executive level
Provide structured feedback to the product team to resolve issues and shape the roadmap based on customer requests
Manage Enterprise renewals and expansions in partnership with Sales driving towards GRR/NRR benchmark metrics

3-4+ years as a customer success manager at B2B SaaS companies supporting Enterprise subscriptions
Strategic mindset with a commercial lens, understanding how customer engagement connects to growth, profitability, and long-term retention
Managed complex enterprise accounts with multiple stakeholders and cross-functional decision makers, while leveraging internal partners to drive strong retention and growth
Familiarity with executive level frameworks such as account mapping and QBRs with the ability to translate technical value into business outcomes
Data-driven using signals, customer health metrics, and business outcomes to prioritize actions and surface opportunities or risks
Successful track record of managing retention and driving growth metrics (GRR/NRR) through high-touch engagement

Senior Customer Success Manager

Key skills