Senior Customer Success Manager - Remote

Job title: Senior Customer Success Manager - Remote in Scottsdale, AZ at Arcoro
Company: Arcoro
Job description: Why Arcoro?Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and 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 are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.About the Job:We’re seeking a strategic and results-driven Senior Customer Success Manager to own and grow a portfolio of high-value customer accounts. In this role, you’ll be responsible for driving retention, managing the full customer lifecycle, identifying expansion opportunities (CSQLs), and handling complex customer escalations. You’ll act as a trusted advisor to your clients and a champion of best practices across the Customer Success team.What you will be doing:

• Own a portfolio of mid-to-enterprise level customer accounts, ensuring a high level of satisfaction, retention, and growth.
• Drive the renewals motion by managing communication, contract timelines, ensuring value realization, aligning stakeholders, and driving successful, on-time renewals
• Identify and generate Customer Success Qualified Leads (CSQLs) by spotting upsell/cross-sell opportunities based on customer needs and product usage.
• Serve as the escalation point for high-impact or at-risk accounts and work cross-functionally to resolve issues and preserve relationships.
• Facilitate strategic success planning sessions, business reviews, and ongoing engagement to align customer goals with product outcomes.
• Analyze customer health data to anticipate risks, implement corrective actions, and optimize the customer journey.
• Build and maintain multi-threaded relationships within customer accounts to deepen engagement, increase retention, and support expansion opportunities.
• Contribute to and promote best practices across the team and broader CS organization.
• Mentor junior team members by sharing expertise, insights, and proven techniques for managing a successful book of business.
• Collaborate with Sales, Product, Support, and Implementation teams to ensure a seamless and consistent customer experience.

Must Haves:

• Bachelor’s degree in Business, Communications, or a related field.
• 4+ years of Customer Success or Account Management experience in a B2B SaaS environment.
• Proven track record of successfully managing a full book of business, including ownership of renewals and expansion motions.
• Strong ability to handle escalations with a calm, solution-oriented approach.
• Demonstrated ability to multi-thread into customer accounts by effectively engaging stakeholders across various departments and levels.
• Experience generating CSQLs and working closely with Sales to drive revenue.
• Excellent communication, presentation, and relationship-building skills.
• Proficiency with customer success and CRM platforms (e.g., ChurnZero, Salesforce).
• Analytical mindset with a strong focus on customer outcomes and KPIs.

Preferred Qualifications:

• Experience in SaaS, Human Resources, or Construction Management industries.
• Familiarity with customer journey mapping and health scoring frameworks.
• Ability to lead by example and influence across departments.

Perks and Benefits:

• Competitive salary
• 401(k) with Company match
• Medical/Dental/ Vision, STD/LTD, Life Insurance
• Flexible PTO and Company-paid holidays
• Remote Work

About the CompanyA rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more. Arcoro has over 7000 customers across North America.Arcoro is a Fair and Equal Opportunity EmployerArcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Expected salary:
Location: Scottsdale, AZ
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