About the role

Role Overview

The Customer Success Manager (CSM) builds strong customer relationships, protects account health, and drives retention and loyalty. You’ll partner with Account Management to find expansion opportunities and act as the customer advocate within Arcoro.

Responsibilities

Proactively maintain high customer engagement and satisfaction to increase adoption and minimize churn risk
Own and execute the end-to-end renewal process (renewal conversations, pricing alignment, and booking)
Use a customer-centric approach to identify churn indicators before they occur
Run regular check-ins with value-based messaging and conduct Quarterly Business Reviews (QBRs)
Identify organic opportunities for adoption and expansion; support warm lead passes to Account Management to close additional revenue
Serve as the customer advocate by ensuring timely resolution of issues/escalations and coordinating internally when needed
Maintain deep knowledge of customer needs, product fit, and industry-specific HR/benefits/compliance context
Maintain deep understanding of the Arcoro product suite (strengths, weaknesses, opportunities, and workarounds)
Understand account org structures (Decision Makers, Influencers, Champions, Detractors)
Meet goals for retention, renewal performance, lead passes, and other KPIs

Requirements (Must Haves)

Minimum 2 years in a customer-facing role within a SaaS or HCM software company
Bachelor’s degree or equivalent relevant experience
Strong verbal and written communication skills
Ability to take initiative, multitask, and manage time effectively
Ability to leverage internal partners to drive favorable customer outcomes
Ability to identify and mitigate indicators of churn risk and foster cross-functional partnerships

Perks & Benefits

Competitive salary; 401(k) with company match
Medical, dental, vision, STD/LTD, life insurance
Flexible PTO and company-paid holidays
Fully remote (posting also mentions on-site/remote opportunities in general)

About Arcoro

Arcoro is a SaaS company transforming HR for the construction industry. It helps construction, contracting, and field services companies hire, manage, and grow their workforce through a market-leading HR software platform.