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Customer Success Manager

Arcade is a Performance Engagement solution that improves employee productivity across teams using gamification. Our solution connects with the company’s core business applications to transform KPIs, and business goals into real-time gamified incentives, designed to build teams that are highly motivated and engaged. 
 

Arcade is looking for a talented Customer Success Manager with a proven account management background to serve as the customer’s primary resource. We need a driven customer success professional who takes a project management style approach with a successful track record in customer-facing roles. You'll need to be ready for a fast-paced environment that will require strong communication, listening, and problem-solving skills. We're looking for a highly motivated individual who brings the perfect blend of operational drive and a customer-focused mentality to work each day.

You will be responsible for successfully driving customer engagement with Arcade, ensuring customer champions are utilizing relevant feature-sets, liaising internally with our technical team, and maintaining customer time to value standards while providing the best experience possible for our customers. Reporting directly to Arcade’s Director of Customer Success, you will be instrumental in helping us develop and scale sustainable customer relationship processes. 

 

What you’ll do?

  • Nurture and manage customer relationships with assigned accounts 
  • Manage the full customer life-cycle from post-launch to renewal, tracking all activity and performance metrics in our CRM (Salesforce)
  • Maintain customer cadence outreach based upon CS journey and defined expansion strategy
  • Conduct strategic conversations with existing clients to understand their evolving business needs and advise best practices
  • Expand our client base by understanding their current needs and identifying areas for expansion
  • Contribute to monthly client success newsletters
  • Deliver on customer success measured KPI’s such as customer retention rate, health scores, and renewals
  • Work cross-functionally with Sales, Marketing, Onboarding, and Product teams to ensure successful deployments and overall user adoption
  • Play an active role in contributing to growth and scalability of the customer success team through detailed documentation, consistent process optimization, and cross-training
  • Be The Voice of the customer to internal teams

 

You’re a great fit if you...

  • 2+ years of Customer Success experience; preferably in a high-growth SaaS organization
  • Experience working with customers spanning a wide range of industries. Experience working with retail, automotive & B2B/B2C sales teams is a plus
  • Have a passion for technology and sharing keen product knowledge with users
  • Manage and collaborate inter-departmentally to resolve at-risk Customer Escalations
  • Responsibilities include providing product training, conducting customer calls, developing creative solutions for specific customer needs, and identifying opportunities to improve client satisfaction
  • Contribute thought leadership and best practice, both internally and externally, around product transformation and process efficiencies
  • Exceptional written/verbal communication skills
  • Self-starter with strong problem-solving skills, stellar worth ethic, and hungry to succeed  
  • Startup experience is a plus
  • Bachelor's degree is required
  • Salary range $60,000-$68,000 annual

 

What’s in it for you?

  • An opportunity to join a rapidly growing company and work alongside an incredible team of smart and supportive people. The chance to help shape the growth and development of customer success
  • Our compensation is generous, and we are transparent on how you can grow your career at Arcade. When the business grows, we want you to be rewarded right alongside the company. Competitive salary, stock options, and bonus
  • We believe you should have the best tools to do your job. We offer a generous technical stipend for equipment setup
  • This position is 100% Remote/Work From Home. For those located in the DFW Metroplex, have the flexibility and option to work in the office at our Plano Headquarters
  • Flexibility and security. We have team members all over the world and offer great flexibility with hours and working arrangements, as well as great health benefit options
  • It's all about making work productive and keeping teams engaged. This is why we enjoy monthly team activities, and weekly ‘coffee breaks’ just to unwind and talk about the newest shows to binge on Netflix or random trivia

 

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics.

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics.

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