Senior Customer Success Manager

📋 Description

• • Own the full post-sale journey for Arcade’s Enterprise customers—from white-glove onboarding to renewal and expansion—ensuring every account achieves measurable ROI and becomes a vocal advocate.
• • Architect and codify the first scalable Customer Success playbooks, templates, and health-score frameworks that future CSMs will inherit; your fingerprints will define how Arcade grows from 20 to 200+ Enterprise logos.
• • Run data-driven Quarterly Business Reviews and executive steering committees with C-suite sponsors at Fortune-1000 software companies, translating product usage into board-level metrics like pipeline influenced, win-rate uplift, and time-to-value.
• • Partner elbow-to-elbow with Sales on account-mapping workshops, whitespace analyses, and multi-threaded expansion strategies that turn single-seat pilots into six-figure ARR deployments across Product Marketing, Sales Engineering, and Customer Education teams.
• • Monitor real-time telemetry—seat utilization, story-view engagement, and renewal risk signals—to proactively surface red flags, craft mitigation plans, and celebrate green-flag expansion moments before competitors notice.
• • Distill frontline customer insights into crisp, actionable product briefs that directly shape Arcade’s roadmap; expect to ship at least one feature request per quarter that you personally championed from discovery to GA.
• • Own the entire renewal cycle end-to-end: forecast accurately, negotiate terms, secure POs, and hand off expansion SOWs to Sales—all while maintaining >110% net revenue retention and >95% gross retention.
• • Mentor future CSM hires, run weekly win-wire sessions, and codify tribal knowledge into Notion playbooks so the team can 10× without losing the high-touch magic that makes Arcade special.
• • Champion our culture of kindness and openness—whether you’re delivering tough ROI news to a VP or celebrating a customer’s first million-view story, you model empathy, curiosity, and relentless follow-through.
• • Travel twice a year to our biannual company retreats (think boutique Sonoma vineyard or beachside Tulum villa) where you’ll present customer success stories, debate roadmap bets, and recharge with teammates who genuinely care.