Customer Success Manager

Description

Following our recent funding round, we are looking for an experienced Customer Success Manager  to support the growth of our flagship product, HoloSuite. The successful candidate will be joining a talented team responsible for building the tools and platform that is driving the future of immersive content. You will work directly with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure each HoloSuite customer derives tremendous value from their investment.

Responsibilities

• Manage a team of customer success and support technicians to ensure our customer’s overall success with Arcturus’ HoloSuite products, including enablement, value, adoption, renewals, customer health, and satisfaction.

• Responsible for identifying technical and business requirements and use cases to ensure Arcturus’ solutions drive value and exceed expectations.

• Acts as the main point of contact throughout the sales lifecycle, defining a success plan with clear outcomes and ensures clear communication with customers, company management and engineering. 

• Effectively networks within assigned customers in order to successfully support and execute the customer's strategy and solutions roadmap.

• Delivers an exceptional customer experience with proactive communication, applying the right internal resources, and effectively ensuring our customers meet their business goals.

• Drives adoption of Arcturus products – using data to provide valuable insights to customers, and provide business and product insights to Arcturus.

• Identifies customer risk and works with Arcturus engineering and resources to build and execute “get well” plans

• Be the voice of the customer internally at Arcturus – sharing process improvements and delivering asks back into the internal ecosystem

• Contributes to ongoing initiatives that continuously improve our approach to efficiently and effectively deliver success to our customers.

Requirements

• Bachelor’s Degree or equivalent experience

• 5 + years relevant work experience in customer success and / or the technology industry

• Strong communication and relationship management skills, with the ability to effectively navigate organizations and champion joint partnership

• Strong consulting skills from working as a trusted advisor to drive business value for clients and partners

• Self-motivated, collaborative, responsible, and passionate about exceeding client expectations

• Ability to prioritize, multi-task, and perform effectively in ambiguous environments

• Exceptional organizational, presentation, and people skills

• Existing knowledge of software in the digital media space

• Skilled at Program Management within large organizations, helping to inspire change across groups by engaging key partners

• Highly effective at leading and facilitating executive meetings and workshops

• Experience with account planning & customer success plans

• Comfortable leading executive C-level discussions

Special Consideration Given to those with

• Experience with cutting edge technology development

• Previous experience working with content software tools

Location

• Role is remote based out of either California, or Nova Scotia. 

Reporting

• This role reports into the Chief Product Officer.
  
  

Direct Reports:

• The customer success team