Customer Success Manager

About the role

The Customer Success Manager (CSM) plays a critical role in driving the technical, operational, and strategic success of Arm’s largest hyperscaler Partners. Acting as a trusted advisor and program leader, the CSM partners closely with customer engineering and cross-functional Arm teams to accelerate adoption of Arm technologies across next-generation cloud deployments.

Responsibilities

• Serve as the primary customer success and program management lead for strategic hyperscaler account(s) headquartered in North America, driving successful deployment and adoption of Arm technologies across cloud infrastructure.
• Lead sophisticated cross-functional engagements involving Partner and Arm engineering, architecture, silicon, software, platform, and operations organizations.
• Lead program reviews, governance meetings, and executive business reviews to ensure alignment on goals, risks, landmarks, and success metrics.
• Own customer success plans, program dashboards, and delivery tracking across multiple workstreams and organizations.
• Cook up execution across Arm Business Units, engineering teams, product management, and ecosystem partners to ensure timely delivery of customer commitments.
• Proactively identify and resolve technical, operational, and interpersonal blockers that could impact customer success.
• Act as the voice of the customer within Arm, driving internal prioritization and advocacy for key hyperscaler requirements.
• Partner with Account Managers to find opportunities for expanded adoption of Arm technologies and long-term strategic growth.
• Support critical blocking issues and ensure effective communication between customer leadership teams and Arm collaborators.
• Develop trusted partnerships that strengthen Arm’s position within strategic cloud and AI infrastructure accounts.

Requirements

• Bachelor’s degree or equivalent experience in Engineering, Computer Science, or a related technical field.
• 5+ years of demonstrated ability in Technical Program/Project Management, Applications Engineering, or Strategic Program Management or related technical leadership roles.
• Demonstrated success leading large-scale technical programs involving CPUs, semiconductors, cloud infrastructure, server platforms, AI systems or data center technologies involving multiple engineering teams, executive participants and external partners.
• Strong understanding of IP and SoC development lifecycles, hardware/software co-development, system integration and platform enablement processes.
• Excellent collaborator management and influencing skills, including experience engaging effectively at both engineering and executive levels.
• Outstanding interpersonal, communication, and analytical abilities; capable of running meaningful priorities calmly and effectively.

Qualifications

• Familiarity with Arm architecture, solutions, tools, and ecosystem.
• Understanding of CPU, System IP and Interconnect, cloud native software stacks, operating systems, virtualization, AI/ML frameworks and datacenter operations.
• Program management certifications preferred.

Skills

• Technical expertise in relevant fields such as engineering, computer science, or related areas.
• Strong project management and program management skills.
• Effective communication and collaboration skills.
• Ability to manage complex, multi-disciplinary projects.

Benefits

• Flexible working arrangements.
• Competitive salary range of $262,700-$355,400 per year.
• Accommodations for physical and mental health.
• Equal opportunities and diversity.
• Hybrid working model.

Pay

$262,700 - $355,400 per year

Schedule

Hybrid working model, combining remote and in-office work.