Customer Success Manager - Remote

About The Company Arcoro is a rapidly growing SaaS company specializing in modular HR solutions tailored for the construction and contracting industries. Our innovative software platform offers comprehensive end-to-end HR functionalities designed to streamline workforce management, improve candidate quality, accelerate hiring processes, and enhance employee productivity. By integrating seamlessly with leading construction ERP systems, Arcoro positions itself as a leader in providing flexible, scalable HR solutions that meet diverse industry needs. With a customer base exceeding 7,000 across North America, we are committed to delivering high-quality, reliable, and easy-to-use software products that make a significant impact on our clients' daily operations. About The Role The Customer Success Manager (CSM) at Arcoro plays a pivotal role in fostering strong, trust-based relationships with our customers. This fully remote position involves ensuring overall account health, driving customer retention, and promoting product adoption and expansion. The CSM acts as the primary advocate for customers within Arcoro, working closely with internal teams to resolve issues promptly and deliver an exceptional customer experience. A core responsibility is managing the full renewal process, including renewal conversations, pricing negotiations, and booking, to ensure a seamless and value-driven renewal experience. The ideal candidate will proactively identify opportunities for growth, mitigate churn risks, and serve as a strategic partner to clients, helping them maximize the value of our solutions and achieve their HR objectives. Qualifications Minimum 2 years of experience in a customer-facing role within a SaaS or HCM software companyBachelor’s degree or equivalent relevant work experienceStrong verbal and written communication skillsProven ability to take initiative and manage multiple priorities effectivelyExperience leveraging internal teams to drive customer successAbility to identify growth opportunities and mitigate churn risksExcellent relationship-building and collaborative skillsKnowledge of HR, benefits, compliance, and industry-specific practicesDeep understanding of SaaS renewal processes and customer lifecycle management Responsibilities Proactively maintain high levels of customer engagement and satisfaction by increasing adoption and ensuring retentionOwn the end-to-end renewal process, including leading renewal discussions, aligning on pricing, and successfully booking renewalsIdentify early indicators of churn and implement strategies to mitigate risksConduct regular check-in calls and Quarterly Business Reviews to analyze engagement and uncover new opportunitiesIdentify and pass organic expansion opportunities to the Account Management team for additional revenue growthServe as the customer advocate within Arcoro by ensuring timely resolution of issues and escalationsMaintain a comprehensive understanding of customer needs, organizational structures, and industry-specific challengesDevelop deep knowledge of Arcoro’s product suite, including strengths, weaknesses, and workarounds to optimize customer experienceCollaborate with internal teams to ensure customer issues are addressed promptly and effectivelyAchieve key performance metrics related to retention, renewal success, and growth opportunities Benefits Competitive salary range of $70,000 - $90,000 depending on experience401(k) plan with company matchFlexible paid time off and company-paid holidaysRemote and hybrid work options to support work-life balanceComprehensive health benefits packageOpportunities for professional growth and internal advancementSupportive and collaborative company culture focused on training and development Equal Opportunity Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.