Head of Customer Success
About The Position
Arkatechture is seeking a Head of Customer Success to lead our Customer Success team while driving long-term customer value across our Arkalytics client base. In this role, you will serve as both a strategic leader and hands-on contributor, overseeing a small team of Customer Success Managers while directly managing a portfolio of key customer accounts. You will focus on building strong customer relationships, driving product adoption, and ensuring our clients achieve measurable outcomes through the Arkalytics platform. As a player-coach, you will mentor and support the Customer Success team, help establish scalable processes and best practices, and work cross-functionally with teams across the organization to ensure a seamless customer experience. This role will also serve as an important voice of the customer internally, helping surface feedback and insights that inform product improvements and the ongoing evolution of our managed services platform. The ideal candidate is a customer-centric leader who enjoys working closely with clients while also helping guide and develop a growing Customer Success function.
Requirements
- 5+ years of experience in Customer Success or a similar customer-facing role
- Experience managing and growing customer relationships, ideally within a SaaS environment
- Leadership experience including mentoring, coaching, or managing team members
- Strong focus on learning and understanding the goals and strategies of customers
- Entrepreneurial, self-sufficient, and self-driven
- Comfortable making decisions under uncertainty and managing competing priorities
- Strong empathy for customers and teams, passion for helping them achieve measurable outcomes
- Analytical and process-oriented mindset
- Excellent communication and presentation skills
- Passionate about building a business that transforms Credit Union analytics
- Leadership and/or management experience
- Experience working on data management projects (data warehousing, BI, analytics, etc)
- Excellent communication and presentation skills
- Strong critical thinking and problem-solving abilities
- Ability to multitask, organize, and prioritize work effectively
- Experience helping build or scale Customer Success programs or processes
- Experience working with visualization tools such as Tableau or PowerBI
- Exposure to Cloud environments and databases such as Snowflake
Nice To Haves
- Experience working with Jira/Confluence (Jira Service Desk is a plus)
- Experience working with financial institutions such as credit unions or banks
- Exposure to data, analytics, or business intelligence platforms
Responsibilities
- Drive Customer Success outcomes by owning, managing, and growing overall customer health and value across our Arkalytics accounts
- Build trusted relationships with customer stakeholders and develop a deep understanding of customer goals and strategic initiatives
- Lead quarterly business reviews and strategic planning sessions with customers
- Influence long-term customer value through increased product adoption, customer satisfaction, and overall account health
- Identify, log and communicate risks and opportunities within accounts through customer engagement, product adoption, and feedback
- Act as a trusted advisor to customers by helping them align Arkalytics with their organizational goals
- Lead and support a small team of Customer Success Managers through mentorship, coaching, and ongoing development
- Serve as a resource and escalation point for complex customer situations
- Help establish and refine Customer Success processes, playbooks, and best practices
- Set team goals and monitor performance to ensure consistent, high-quality customer engagement
- Foster a collaborative and customer-centric culture across the Customer Success team
- Work closely and cross-functionally with Implementation, Product, Service Delivery, Marketing, and Sales teams to ensure a seamless customer experience
- Aggregate customer feedback and insights to help inform product improvements and roadmap discussions
- Collaborate with internal teams to resolve customer issues and ensure timely responses to requests and service needs
- Provide strategic input on customer success programs, onboarding approaches, and ongoing customer engagement strategies
- Help ensure customers are receiving strong support and service throughout their lifecycle with Arkatechture
Benefits
- A flexible remote work policy with optional access to our Portland, Maine office
- A 4-day workweek after 3 years of service
- Generous paid time off, including 11 holidays
- Medical, disability, life insurance, and optional dental/vision
- 401(k) retirement plan with company match
- Training & certification reimbursement
- Milestone recognition programs, annual PTO increases, and more
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
