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.
• Carefully coordinate 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.
• Persistently 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.

Necessary Skills and Experience

• 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.

Preferred Skills and Experience

• 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.

Benefits

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Pay

$262,700-$355,400 per year

Schedule

Hybrid Working