Arlo/RLA Customer Success Manager

VotingWorks is a non-partisan non-profit dedicated to building technology that powers trustworthy elections. The Arlo/RLA Customer Success Manager will oversee the strategic delivery of services for the Arlo post-election audit product, ensuring effective customer onboarding, training, and support while managing account-level risks and facilitating cross-functional collaboration.

Responsibilities:

• Customer State Monitoring: Develop systems to track new implementations, key events, and customer health; conduct pre-event process reviews. Define the metrics, tooling, and reporting standards for measuring and tracking customer health across all regions
• Lifecycle Stage Transitions: Develop project plans and deliverables to lead account transitions. Standardize and optimize all customer journeys and transition processes
• Onboarding: Lead and coordinate complex onboarding projects, including the creation of training materials. Design, refine, and maintain the standard operating procedure (SOP) and resources for efficient customer onboarding
• Adoption & Training: Drive adoption by developing, conducting, and presenting customer training and adoption materials. Develop and manage the core curriculum and technical training content for Arlo/RLAs
• Risk Management: Manage account-level risks by resolving complex customer inquiries and coordinating internal issue resolution
• Expansion: Identify expansion opportunities during key customer interactions and support
• Data & Reporting: Develop and deliver progress reports and presentations on customer health and project status
• Playbooks: Conduct project post-mortems to identify successful/unsuccessful elements and improve playbooks. Design, write, and maintain the Arlo/RLA Customer Success Playbook and associated operational documentation
• Cross-Functional Work: Liaise with internal/external project stakeholders and provide product feedback to resolve issues and drive alignment. Act as the primary liaison between CS and the Product/Engineering teams for feature prioritization and bug resolution

Requirements:

• Experience with risk-limiting audit concepts and election administration
• Ability to manage multiple projects and work under pressure, specifically in critical audit support times
• Solid understanding of ballot tabulation, voting equipment, and ballot storage
• Strong understanding of statistics