Job Description

Position

Customer Success Manager 

Who We Are

Arlene is an immersive technology platform making 3D, AR/VR, and 360 experiences more accessible and results-driven. Through no/low code templatization and automation, Arlene powers 3D/AR activations, virtual experiences and tours, and social AR filters at scale. The experiences are available on any browser or mobile device, and flexibly integrate into social media, eCommerce, advertising, and analytics stacks. 

Founded in 2018, Arlene is a team of XR, marketing, and eCommerce experts located in NYC, Detroit, London, and Medellin. The company is backed by MathCapital and Same Page Capital, and is currently raising additional institutional funds to accelerate growth. 

Job Summary

Arlene is looking for an experienced Customer Success Manager to join our immersive technology team. As the Customer Success Manager you will help Arlene drive the success of our top customers via conducting regular business reviews, educating and upselling customers on new product rollouts, holding onsite/virtual visits, documenting and advising on customer requests, providing necessary industry education, and onboarding new signed customers. 

The Customer Success Manager will be the main point of contact for each customer and be expected to guide customer relationships by having consultative conversations and proactively identifying their needs. 

Location

Remote

Employment Type

Full-Time

Responsibilities include:

• Monitoring existing customers performance and determine high-level trends 
• Establish and communicate each customer’s unique key performance indicators
• Serve as the ‘voice of the customer’ by providing internal feedback on how we can better serve them to maximize customer value and retention  
• Convey customer feedback, product requests and needs to the team with quantifiable impact and justification
• Partner across internal teams to ensure that each customer's needs are met
• Analyze usage patterns to provide insights and guidance
• Work cross-functionally to identify and implement revenue growth opportunities 
• Build long-term successful relationships with each customer
• Establish tools and processes to facilitate customers on-boarding
• Implement strategies to help Arlene grow and improve efficiently

Required Knowledge, Skills, Abilities, & Experience:

• Ability to multitask and handle multiple incoming priorities in a fast-paced work environment
• Building a pipeline of customers 
• Effective written and verbal communication skills 
• Ability to work effectively with a team and independently
• Highly motivated and results-oriented individual 
• A relationship builder with talent for providing outstanding customer service
• Attention to detail 
• Strong communicator with excellent verbal and written communication skills
• Experience working with Salesforce
• Experience and passion for 3D, AR, VR technologies 

Benefits: 

• Competitive salary, equity, and benefits stipend 
• Unlimited vacation 
• Parental leave 
• Remote-first culture