💼 About This Role

You'll shape the foundation of Customer Success at Arcade, building scalable playbooks and leading executive-level engagements. You'll partner with Sales, Product, and Leadership to drive adoption, retention, and expansion across Enterprise customers, ensuring they realize measurable outcomes. This role offers the opportunity to build processes from scratch and potentially grow into a team lead.

🎯 What You'll Do

• Create scalable playbooks and processes for onboarding Enterprise customers.
• Partner with Account Executives on account mapping and expansion strategies.
• Run QBRs and executive business reviews to drive adoption and ROI.
• Manage Enterprise renewals and expansions in partnership with Sales.

📋 Requirements

• 3-4+ years as a Customer Success Manager at B2B SaaS companies.
• Experience managing complex enterprise accounts with multiple stakeholders.
• Track record of managing retention and growth metrics (GRR/NRR).
• Data-driven using customer health metrics to prioritize actions.

✨ Nice to Have

• Experience building customer success functions from scratch.
• Familiarity with executive frameworks like account mapping and QBRs.
• Ability to translate technical value into business outcomes.

🎁 Benefits & Perks

• 💰 Competitive salary and meaningful equity
• 🏖️ Unlimited PTO and sick days
• 🩺 Top tier Health, Dental and Vision insurance
• 🏡 Monthly remote work stipend
• 🌴 Biannual company retreats