Senior Technical Customer Success Manager

This role is eligible for full-time remote employment within the US. Please note that we unfortunately cannot sponsor H1B visas at this time.

Who We Are

Arpio is building the next generation of disaster recovery for the cloud.

Modern enterprises face a growing list of threats to their cloud applications. With the increasing complexity of cloud-native environments, we know resilience to these threats is about more than just data. That's why, at Arpio, we have built a best in class SaaS offering that makes it easier than ever to protect your entire AWS infrastructure from catastrophic downtime.

Behind the scenes, we are a small but mighty team (YC W21 ( who love to tackle hard problems and learn new things. We are fired up about working together to build an innovative new product and company from the ground up.

About the Role

Our Customer Success team helps Arpio customers protect their applications from the unexpected, using Arpio's innovative SaaS platform. As a Senior Technical Customer Success Manager, you will serve as an integral part of our growing team, focusing on customer satisfaction and retention for large enterprise organizations.

In this role, you will establish yourself as a trusted partner to our enterprise customers throughout their lifecycle with Arpio. You will report to the Head of Customer Success to track customer goals & health, and partner with a Solution Engineer to navigate complex implementations.

Responsibilities

• Lead implementation and onboarding processes with customers, using Customer Success best practices to document and accelerate onboarding and migration plans
• Track time to value and success metrics for Arpio customers
• Proactively monitor customer health to identify potential risks and areas of opportunity to optimize customer usage and drive adoption
• Lead quarterly business reviews with customers to share product updates and drive renewals and expansion
• Collaborate with engineers to triage and troubleshoot technical issues, ensuring timely resolution for customer-reported issues
• Partner with cross-functional teams to share customer feedback and act as a customer advocate for product improvements, as well as new features and requirements

What We're Looking For

• 7+ years of experience in a technical, customer-facing Customer Success or Account Management role
• Previous experience using CSM tools such as SalesForce, Hubspot, Intercom, etc. and ticketing tools such as Jira
• Strong understanding of AWS services, cloud computing and networking technologies, and a desire to continue to learn new technologies
• Excellent communication skills with a proven ability to collaborate and build relationships with customers
• Keen attention to detail, as well as the ability to also see the bigger picture and identify opportunities for improvement
• Curious and capable problem solving skills
• Enthusiasm for working at an early stage company and diving in to take on the challenges and opportunities involved
• AWS Certified Cloud Practitioner certification (or willingness to complete within 90 days)
• Azure Fundaments (AZ-900) certification (or willingness to complete within 90 days)

Salary and Benefits

• Competitive salary and company equity package
• Fully employer-paid health benefits package; 75% employer-paid dental, vision and life insurance
• $150/month home office stipend or company-subsidized co-working space membership near you
• Unlimited PTO policy
• Small, collaborative team environment with lots of autonomy
• Opportunity to learn and work on the cutting edge of cloud technology