Senior Customer Success Manager at Arcade

ABOUT ARCADE Our mission is to empower teams to become great storytellers. Our vision is to build dynamic visual experiences. More than 22,000 teams use Arcade to tell better, more engaging product stories, and we need your help spreading the word! Culturally, we are a team of ex-Atlassians, AngelList, and Shopify teammates. We believe in building beautiful, easy-to-use products that meaningfully improve how software companies showcase their product at every stage of a customer journey. Arcade is headquartered in San Francisco, CA and operates in a hybrid environment. THE ROLE We are looking for a Senior Customer Success Manager to partner closely with our Sales, Product, and Leadership teams to drive adoption, retention, and expansion across our Enterprise customer base. As our newest CSM, you’ll be instrumental in shaping the foundation of Customer Success at Arcade, building scalable playbooks, leading executive-level engagements, and ensuring customers realize measurable outcomes. WHO YOU ARE You’ve shaped customer success motions before — implementing systems, tools, and playbooks that set customers up for long-term growth while directly impacting metrics like NRR and GRR. You bring a high bias toward action: proactive, resourceful, and comfortable taking projects from concept to execution. Paired with strong empathy and EQ, you know how to navigate executive conversations, balance competing requests, and build trusted partnerships. You’re highly accountable and able to juggle onboarding, inbound requests, and strategic initiatives without dropping the ball. You pair operational discipline with curiosity and product intuition, turning customer feedback into insights that shape the roadmap, drive adoption, and fuel expansion. WHAT YOU’LL DO - Create scalable playbooks and processes that will form the backbone of the customer success function, starting with the onboarding newly signed Enterprise customers to ensure they’re setup for success - Partner with Account Executives on account mapping, expansion strategies, and executive alignment to determine areas of opportunity - Run QBRs and executive business reviews to drive adoption, ROI, and alignment with customer goals positioning Arcade’s customer journey spanning multiple use cases - Leverage customer usage metrics and signals to proactively identify risks and opportunities for growth - Engage with leadership (both internally and at customer organizations) to strengthen relationships at the executive level - Provide structured feedback to the product team to resolve issues and shape the roadmap based on customer requests - Manage Enterprise renewals and expansions in partnership with Sales driving towards GRR/NRR benchmark metrics Longer term, we will be building out this team as we grow. This role could translate to a team lead. SKILLS AND QUALIFICATIONS - 3-4+ years as a customer success manager at B2B SaaS companies supporting Enterprise subscriptions - Strategic mindset with a commercial lens, understanding how customer engagement connects to growth, profitability, and long-term retention - Managed complex enterprise accounts with multiple stakeholders and cross-functional decision makers, while leveraging internal partners to drive strong retention and growth - Familiarity with executive level frameworks such as account mapping and QBRs with the ability to translate technical value into business outcomes - Data-driven using signals, customer health metrics, and business outcomes to prioritize actions and surface opportunities or risks - Successful track record of managing retention and driving growth metrics (GRR/NRR) through high-touch engagement BENEFITS - Competitive salary and meaningful equity - Unlimited PTO and sick days - 401k, and top tier Health, Dental and Vision insurance - Monthly remote work stipend - Meeting light culture - Biannual company retreats - Latest productivity software such as Notion, Linear and Superhuman - A team that values diversity and inclusion COMPENSATION - $150,000 - $200,000 OTE per year, depending on experience and location, plus meaningful equity. OUR VALUES ❤️ - Be a coach: We want the best for our customers and ourselves. We coach people to help them achieve their best potential. An “Arcader” is both a teammate and a customer. There is a reason that the same word describes both. - Carry the weight: We are owners. Let’s empower each other. When we see something that needs change, we lead through it. - An open book: We are open as a team and as a product. We don’t put walls up unless it’s necessary. We become better when we share information. We are open to diversity of opinion, backgrounds, and thought. - Play as a team: We play because we’re a creator tool. Life is short. Let’s build something meaningful. We play as a team because great teams build great things together. We keep those standards high. - Be kind: We can be honest and kind. We can have high standards and be kind. We can say no and be kind. Kindness can vary across cultures, upbringings, and languages - but we try our best to be kind. Arcade is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.