Client Success Manager driving revenue growth through strategic upselling and partnership management at Grubhub in a hybrid work model.
About the role
- Senior Customer Success Manager driving customer adoption and expansion at Arcade. Collaborating with Sales and Product teams to optimize enterprise customer experiences through strategic engagement.
Responsibilities
- Create scalable playbooks and processes that will form the backbone of the customer success function, starting with the onboarding newly signed Enterprise customers to ensure they’re setup for success
- Partner with Account Executives on account mapping, expansion strategies, and executive alignment to determine areas of opportunity
- Run QBRs and executive business reviews to drive adoption, ROI, and alignment with customer goals positioning Arcade’s customer journey spanning multiple use cases
- Leverage customer usage metrics and signals to proactively identify risks and opportunities for growth
- Engage with leadership (both internally and at customer organizations) to strengthen relationships at the executive level
- Provide structured feedback to the product team to resolve issues and shape the roadmap based on customer requests
- Manage Enterprise renewals and expansions in partnership with Sales driving towards GRR/NRR benchmark metrics
Requirements
- 3-4+ years as a customer success manager at B2B SaaS companies supporting Enterprise subscriptions
- Strategic mindset with a commercial lens, understanding how customer engagement connects to growth, profitability, and long-term retention
- Managed complex enterprise accounts with multiple stakeholders and cross-functional decision makers, while leveraging internal partners to drive strong retention and growth
- Familiarity with executive level frameworks such as account mapping and QBRs with the ability to translate technical value into business outcomes
- Data-driven using signals, customer health metrics, and business outcomes to prioritize actions and surface opportunities or risks
- Successful track record of managing retention and driving growth metrics (GRR/NRR) through high-touch engagement
Benefits
- Competitive salary and meaningful equity
- Unlimited PTO and sick days
- 401k, and top tier Health, Dental and Vision insurance
- Monthly remote work stipend
- Meeting light culture
- Biannual company retreats
- Latest productivity software such as Notion, Linear and Superhuman
- A team that values diversity and inclusion
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