Senior Technical Success Manager

This role is eligible for full-time remote employment within the US or can be hybrid in our Durham, NC office 2-3 days/week. Please note that we unfortunately cannot sponsor H1B visas at this time. Arpio participates in the US Government's eVerify Program.

Modern enterprises run their most critical applications in complex, cloud-native environments, and the threats keep multiplying: outages, ransomware, bad actors, human error. Most disaster recovery tools stop at backing up data. We’ve built the next generation of cloud resiliency and disaster recovery for AWS and Azure with an automated, application-aware platform that recovers a company's entire application stack, not isolated resources, in under an hour.

We protect production workloads for enterprises that cut across multiple industries like healthcare, financial services, and SaaS - the kind of companies that can't afford downtime.

At Arpio, we believe great companies are built by people who take ownership, move with urgency, and consistently deliver results. We just closed our $15M Series A to expand into new clouds and build out our roadmap, which means we're growing the team right now, and your work will directly shape where we go next.

This isn't simply another job. It's an opportunity to help build a company.

Our Customer Success team helps Arpio customers protect their applications from the unexpected, using Arpio’s innovative SaaS platform. As a Senior Technical Customer Success Manager, you will serve as an integral part of our growing team, focusing on customer satisfaction and retention for large enterprise organizations.

In this role, you will establish yourself as a trusted partner to our enterprise customers throughout their lifecycle with Arpio. You will report to the Head of Customer Success to track customer goals & health, and partner with a Solution Engineer to navigate complex implementations.

• Lead implementation and onboarding processes with customers, using Customer Success best practices to document and accelerate onboarding and migration plans
• Track time to value and success metrics for Arpio customers
• Proactively monitor customer health to identify potential risks and areas of opportunity to optimize customer usage and drive adoption
• Lead quarterly business reviews with customers to share product updates and drive renewals and expansion
• Collaborate with engineers to triage and troubleshoot technical issues, ensuring timely resolution for customer-reported issues
• Partner with cross-functional teams to share customer feedback and act as a customer advocate for product improvements, as well as new features and requirements

At Arpio, we care about the outcome as much as the effort it took to get there. We take initiative, follow through, and report back on what we learned along the way. That same instinct shows up in how we treat customers and each other: we respond quickly, speak honestly and openly, and trust our teammates to take direct feedback as a chance to grow.

We move like a startup because we are one, spending wisely and treating every dollar and every customer like they matter, because they do. If that's how you like to work, you'll fit in well here. For this role, that looks like:

• Owning the outcome, not just the ticket
  . You measure success by whether your customer can recover their applications when it matters. That means driving implementations to a tested, working recovery plan, not just a completed setup, and closing the loop with the customer and our team on what you learned.
• Being fast and candid with customers
  . When something breaks or a risk shows up in a customer's account, you raise it quickly and give them…