Customer Success Manager

About the Company:

ArcSite is the premier provider of mobile sketching and drawing-based takeoff and estimate solutions. It is relied upon by designers, field salespeople, technicians, and inspectors to create exceptional drawings on both mobile devices and laptops, from anywhere, without the steep learning curve of traditional CAD applications. ArcSite helps businesses close deals immediately while saving hours each week by efficiently generating quotes and takeoff reports.

Our dynamic team is dedicated to making CAD available to more people globally. We're a team of skilled and innovative individuals, committed to revolutionizing our customers' design experiences. At ArcSite, where innovation meets customer focus, you have the opportunity to elevate your career. Join us in shaping the future of drawing.

About the Role:

Our Customer Success team is seeking an enthusiastic, outgoing candidate for the role of Customer Success Manager. This position will initially focus on onboarding and supporting clients through the introduction and setup of their ArcSite account.

In this role, you'll collaborate with clients to understand their business, goals, and intended use of ArcSite. As the first point of contact, you'll make a lasting impression on clients as they begin setting up ArcSite for their operations. You'll guide clients through managing their ArcSite environment, using the ArcSite app for drawing, and creating professional proposals to support their sales teams.

The training for this role includes a 6-month period working in a support role within the Customer Success team. During this time, you'll gain in-depth knowledge of the ArcSite platform, client needs, and common challenges. Your responsibilities will include handling calls, responding to chats, and addressing client inquiries. Career development is an important element of working at ArcSite. This comprehensive training will provide a solid foundation for success and growth in the Customer Success Manager role to further help our clients train, optimize and grow with the ArcSite product.

Key Responsibilities:

• Oversee and manage chat support operations, ensuring timely and effective responses to client inquiries. Conduct client calls to address complex issues, provide personalized assistance, and maintain strong customer relationships. Utilize these interactions to gather valuable feedback, identify areas for improvement, and enhance overall customer satisfaction.
• Learn the core functionality of the ArcSite platform, including its key features, tools, and workflows. Develop a comprehensive understanding of how the platform operates and its practical applications in different industry contexts.
• Serve as the primary point of contact for customers during setup and onboarding. Manage the implementation process for a subset of customers, ensuring they receive a highly organized program with clear goals, detailed timelines, and well-defined processes. Act as the main liaison throughout the onboarding and implementation phases of the customer lifecycle.
• Collaborate with the customer success team to create a streamlined, cohesive approach that ensures customers are successfully implemented and trained.
• Offer best practices and mentorship to customers on implementing our suite of products and solutions effectively. Provide thought leadership to help customers overcome challenges.
• Liaise with the sales team to ensure a thorough and well-documented handoff process from Sales to Customer Success.
• Document and communicate client issues and feedback, effectively conveying customer needs to the product and development teams.
• Consistently achieve and exceed assigned Key Performance Indicators (KPIs) and metrics, demonstrating a commitment to excellence in various areas including, Throughput, CSAT, Retention and Response Time.

Requirements

• Bachelor's degree required. 1–3 years of experience in customer success and/or project management, preferably in a SaaS environment.
• Preferred experience in developing, installing, training, or supporting B2B solutions.
• Ability to juggle multiple competing priorities, swiftly adapt, and respond to customer requests and shifting timelines.
• Strong project management skills with a focus on meticulous attention to detail, adherence to timelines, and delivery of high-quality work.
• Exceptional communication skills and a genuine enthusiasm for assisting others.
• Ideal candidates will possess a strong curiosity and growth mindset.

Benefits

• Fully remote
• Unlimited PTO
• Medical, dental, and vision insurance
• Vested 401K match as of start date
• $75 monthly wellness stipend

ArcSite is an equal opportunity employer and fosters an inclusive environment. We do not discriminate based on gender, race, ethnicity, orientation, creed, or other traits. We welcome people from diverse backgrounds and perspectives to apply to our positions.