Senior Customer Success Manager

ArcSite is the leading mobile sketching and drawing-based takeoff and estimating solution, trusted by designers, field sales teams, technicians, and inspectors. Our intuitive platform empowers users to create professional drawings on any device—without the steep learning curve of traditional CAD software—helping businesses save time, generate quotes faster, and close deals more efficiently.

We’re a remote-first team with a strong sense of community, driven by growth, collaboration, and our core values: start with the customer, constantly improve, take risks, operate with transparency, and own it. At ArcSite, every team member has the opportunity to grow their career while making an impact, shaping the future of design, and living these values in everything we do.

ArcSite is actively seeking a talented, energetic, and highly motivated professional to join our Customer Success Team. This pivotal role will focus primarily on onboarding and implementation for new enterprise clients. The Sr. CSM will ensure that customers are successfully set up, fully established, and realizing value from ArcSite. Once clients reach a steady state, the Sr. CSM will partner with Account Managers to transition ownership for long-term relationship management and growth.

The Sr. CSM will work closely with enterprise customers, Sales, and Product teams to deliver seamless implementations, proactively address challenges, and ensure that clients achieve their desired outcomes. This role requires strong project management skills, excellent communication, and the ability to deeply understand customer workflows and goals to drive successful adoption.

Key Responsibilities

• Lead onboarding and implementation for new enterprise clients, ensuring a smooth setup and successful launch.
• Develop strong relationships with new customers, serving as their primary point of contact during onboarding.
• Understand customer workflows, business goals, and success metrics to align ArcSite’s solutions with desired outcomes.
• Create and execute onboarding plans, timelines, and milestones to establish customers in a steady state.
• Educate customers on product capabilities and best practices to maximize adoption and ROI.
• Proactively identify and mitigate potential risks during implementation to ensure customer success.
• Collect and relay customer feedback to Product and Engineering to improve the onboarding experience.
• Collaborate with Account Managers to transition clients once they are fully established, ensuring continuity and a positive customer experience.
• Document and refine onboarding processes to drive efficiency and consistency across enterprise implementations.

• Bachelor's degree required. At least 8 years of experience in customer success with SaaS companies focused on mid-market/enterprise customers.

• Proven track record of retaining and growing strategic relationships with accounts.
• Experience deploying data-driven Quarterly Business Reviews (QBRs).
• Exceptional communication skills, both written and verbal, and the ability to engage with both technical and executive audiences.
• Ability to think creatively, adapt to changing circumstances, and maintain a customer-centric focus.
• Strong project management skills with a focus on meticulous attention to detail, adherence to timelines, and delivery of high-quality work.
• A growth mindset with a genuine enthusiasm for assisting others.

• Fully remote

• Unlimited PTO
• Medical, dental, and vision insurance
• 401K match
• $75 monthly wellness stipend

ArcSite is an equal opportunity employer and fosters an inclusive environment. We do not discriminate based on gender, race, ethnicity, orientation, creed, or other traits. We welcome people from diverse backgrounds and perspectives to apply to our positions.