Customer Success Manager - Remote

Wantto work with a solid company that’stransforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire,manageand grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day Our culture is collaborative, and we believe strongly in training, growth and internal advancement.

We offer competitive compensation including comprehensive benefits and a generous time-off policy. We offer both on-site and remote opportunities.

At Arcoro, you will help create software products that arecutting edge, easy to use, and that make an appreciated and notable difference in our customer’sdaily lives.

The Customer Success Manager serves to develop strong customer relationships, build trust, ensure overall account health, and ultimately promoteretention and loyalty. The CSM also partners closely with Account Management byidentifyingorganic opportunities for further expansion and adoption of Arcoro products and services.

In addition, the Customer Success Manager owns the full renewal process and motion—including renewal conversations, pricing alignment, and booking—ensuring a seamless and value-driven experience for the customer.

Finally, the Customer Success Manager serves as the Customer’s advocate within Arcoro, drivingtimelyresolutions and holding internal teams accountable to deliver an exceptional overall experience. This position will be fully remote.

• Proactivelymaintainhigh levelsof customer engagement and satisfaction, with a focus on increasing adoption, ensuring retention, and minimizing churn risk
• Own and execute the end-to-end renewal process, including leading renewal conversations, aligning on pricing, and successfully booking renewals
• Use a customer-centric approach toidentifyindicators of churn before they occur
• Conduct regular check-in calls with value-based messaging, along with Quarterly Business Reviews to provide in-depth analysis of engagement and opportunities with Arcoro products and services
• Identifyorganic opportunities for adoption and expansion, and conduct warm lead passes to the Account Management team to closeadditionalrevenue opportunities
• Serve as the Customer’s advocate within Arcoro by ensuringtimelyresolution of issues or escalations; leverage leadership whenappropriateand quarterback issues across the organization as needed
• Maintain a deep understanding of customer needs, their business,our product fit, and industry-specific knowledge related to HR, benefits, compliance, etc.
• Maintain a deep understanding of the Arcoro suite of products and services, including strengths, weaknesses, opportunities, and workarounds to ensurean optimalexperience
• Understand organizational structures within the assigned book of business, including Decision Makers, Influencers, Champions, and Detractors who mayimpactadoption, expansion, or retention
• Meet goals for logo and revenue retention metrics, renewal performance, qualified or closed lead passes, and other KPIs

• Minimum 2 years in a customer-facing role within a SaaS or HCM software company required
• Bachelor’s degree or equivalent relevant work experience required
• Strong verbal and written communication skills
• Ability to take initiative, multitask, and manage time effectively
• Ability toleverageinternal partners to drive favourable customer outcomes
• Ability toidentifyopportunities for growth and adoption
• Ability toidentifyand mitigate indicators of churn risk
• Ability to foster collaborative partnerships across the…