Customer Success Manager

About the role

The Customer Success Manager will work with enterprise customers to ensure successful adoption of the Aria platform while proactively identifying and driving growth opportunities across new business units, subsidiaries, and domestic and international geographies.

Key Responsibilities

• Act as a proactive, consultative partner aligned to customer use cases, desired outcomes, and strategic priorities
• Guide customers through Aria’s features, products, and best practices to drive adoption, optimization, and measurable value
• Plan and deliver impactful business reviews, value reviews, and success planning sessions
• Translate customer goals into actionable success plans and platform adoption strategies
• Own a defined book of business with responsibility for both retention and expansion revenue
• Carry a quota tied to renewals, upsell, and cross-sell opportunities within existing accounts
• Proactively identify, qualify, and develop expansion opportunities across new use cases, business units, subsidiaries, and geographies
• Build and maintain a healthy pipeline of expansion opportunities through consistent customer engagement and strategic planning
• Forecast revenue accurately and manage deal progression using CRM and internal tools
• Align expansion initiatives to customer value realization, business outcomes, and long-term platform adoption
• Build and maintain strong, multi-threaded relationships across customer organizations
• Engage with senior stakeholders to support retention, satisfaction, and long-term partnerships
• Serve as a trusted advisor to customer leadership
• Nurture customer advocacy through references, case studies, and participation in customer programs
• Collect, synthesize, and communicate product feedback tied to customer needs and expansion requirements
• Identify and elevate feature requests that improve platform usability, scalability, and global readiness
• Work cross-functionally with Product, Support, Sales, and Marketing to ensure customer success
• Advocate for customers internally while balancing platform strategy and scalability
• Manage multiple customer relationships while maintaining strong organization, prioritization, and follow-through
• Maintain accurate account documentation, success plans, and opportunity tracking in CRM
• Participate in customer events and travel to customer sites 1–2 times per year as needed

Requirements

• 3–5 years of experience in a customer-facing role (Customer Success, Account Management, or similar)
• Experience working with enterprise or mid-market customers in complex, multi-stakeholder environments
• Experience carrying and consistently achieving a quota
• Proven ability to identify, develop, and close expansion opportunities within existing accounts
• Strong communication, presentation, and relationship-building skills
• Comfort leading strategic conversations via web conferencing and in-person meetings
• Experience with CRM and Customer Success tools
• Ability to manage priorities independently in a fast-paced environment
• Experience with subscriptions, usage-based pricing, payments, or e-commerce strongly preferred