• Work with the Vice President of Customer Experience to build the Arcules Customer Success program from idea to operational excellence
• Build all initial playbooks
• Build a customer success plan template 
• Identify customer and programmatic health KPIs and create pathways to mine the data
• Be accountable for Customers’ overall success with Arcules, including adoption, expansion and renewals of the Arcules solution
• Deliver an exceptional customer experience acting as a trusted customer point of contact throughout their lifecycle
• Define a measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels 
• Participate in customer discovery sessions alongside Arcules Sales and Sales Engineering teams, capturing all relevant requirements to minimize touches and ensure a low-effort onboarding experience for our customers 
• Work with the Arcules integration partner network and customers to identify mutually agreed upon success criteria and co-create relationship-specific success plans. 
• Serve as the primary contact for the onboarding of new customers, the training of platform end-users, as well as go-live support. 
• Act as the liaison between Arcules Sales and Customer Support teams to ensure a smooth “warm handoff” for customers 
• Effectively network within accounts in order to achieve successful execution of the customer's strategy and roadmap 
• Lead and/or participate actively in customer Quarterly Business Reviews to provide insights to customers to ensure that they get the most out of the platform with the aim of helping retain and grow our customer base. 
• Foster innovation by sharing resources and new ways your customers can use Arcules solutions to advance their digital security maturity 
• Gauge customers’ levels of engagement with Arcules and provide feedback to the other teams regarding product and service improvements. 
• Identify Customer risk, and work with the extended Arcules team to create and execute on “get well” playbooks. 
• Collaborate closely with Sales to support pilots, renewals, and expansion opportunities. 
• Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively ensure our customers' success 
• Be one of the voices of the customer internally at Arcules – sharing strategic use-cases, process improvements, and asks back into the internal ecosystem 

What we’re looking for 

• 5 -7 years in a Customer Success role in a SaaS environment 
• Exceptional communication skills, highly organized, collaborative and detail-oriented
• Experience in proactively developing individualized customer success plans and new playbooks
• Demonstrated experience collaborating with internal teams and customers to build customer success plans 
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals 

Skills and Qualifications 

• Bachelors degree preferred
• Have moderate to strong technical skills in HTML, javascript, CSS, and connecting to APIs to confidently discuss with customers.
• Hands-on networking experience a plus, including VLANs, enterprise routing, etc.
• Empathetic, positive attitude with a desire to help our customers reach their goals 
• Results-driven mentality, with a bias for speed and action 
• A high level of accuracy and attention to detail is required 
• Excellent communication and interpersonal skills 
• Flexible approach, able to operate effectively with uncertainty and change 
• Driven, self-starter with a positive “can-do” attitude 
• Strong analytical skills, with the ability to translate data into insights.
• Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

 Arcules is an equal opportunity employer and makes hiring decisions without regard to an applicant’s race, national origin, gender, sexual orientation, or any other protected category. Applicants must be legally authorized to work in the United States at the time of hire. Arcules is not offering work sponsorships at this time.