Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Success

Reports to: Head of Customer Success

Location: 100% Remote

As a Customer Success Manager you’ll own a portfolio of high-touch accounts and be a trusted advisor throughout the post-sale journey. You'll drive adoption, build relationships, and ensure our customers achieve real business outcomes with Arcade.

This is a fast-paced, collaborative role that blends strategic thinking, hands-on enablement, and a deep understanding of both tech and frontline work environments. Many of our customers operate in retail—so familiarity with retail personas and field-based work is ideal.

You’ll report to the Head of Customer Success and help enact the playbook for delivering customer value at scale.

What You’ll Do

• Manage a portfolio of 10–20 high-touch accounts from onboarding to renewal and expansion.
• Lead customer calls, strategy sessions, and hands-on training to drive adoption and measurable results.
• Partner with customer champions, field leaders, and frontline teams—sometimes onsite—to understand their needs and remove friction.
• Identify growth opportunities based on customer goals and product usage.
• Maintain accurate records of customer milestones, goals, and communications in our CRM (HubSpot) to support proactive engagement and internal alignment.
• Collaborate cross-functionally with Product, Support, and Sales to deliver solutions and advocate for customer needs.
• Contribute to playbooks, guides, and internal enablement as we scale.
• Leverage AI tools and automation to stay proactive and efficient—without losing the personal touch that builds real relationships.
• Track and deliver on key CS metrics like health scores, retention, and renewals.
• Travel occasionally for field visits, onsite enablement, or strategic meetings.
  
  
  

You’re a Great Fit If You...

• Bring 1–3 years of experience in Customer Success, Implementation, or Sales at a high-growth startup or other fast-paced environment.
• Resonate with Arcade Values:
• • Care for the Customer – Build relationships, solve problems, and help customers win.
  • Be About It – Take initiative and get involved in company priorities.
  • Hungry to Grow – Stay humble, curious, and ambitious. Lead with heart and hustle, step out of your comfort zone, and embrace learning (even from failure).
  • Easy to Work With – Communicate clearly, collaborate openly, and follow through on commitments.
  • On Top of It – Be proactive, detail-oriented, and accountable for your metrics.
• Are energized by tech, tools, and sharing product knowledge.
• Feel confident working with both corporate and retail/field-level stakeholders.
• Are a strong communicator with excellent written and verbal skills.
• Frontline, retail, restaurant experience not required but highly valued.
  
  
  

What’s In It For You

• Real ownership, real impact. You’ll directly influence how thousands of retail reps and managers experience their work every day. Your voice is heard, your work matters, and your ideas help shape the future.
• Cross-functional exposure. You'll work closely with our product, sales, and growth teams—learning how every part of the business fits together.
• Learning and development. You'll gain experience in SaaS, behavioral design, and incentive strategy while growing your CS toolkit.
• Flexibility and autonomy. We’re remote-first and trust you to own your schedule.
• Supportive team culture. Monthly team events, peer shoutouts, and weekly coffee breaks keep things human and connected.
• Top-tier benefits.
• • Comprehensive health, dental, and vision insurance with generous coverage
  • Unlimited PTO
  • Home office stipend and equipment reimbursement
  • Bonus and commission opportunities
  • 401(k) retirement plan options
  • Arcade Reward Redemption perks