Senior Customer Success Manager

Job Description

Arkose Labs is seeking a Senior Customer Success Manager to own strategic relationships with top customers. The ideal candidate will drive adoption, retention, and growth by delivering technical guidance and business value. This role involves leading discovery conversations, guiding solution implementation, and acting as a trusted advisor.

The Senior Customer Success Manager will play a critical role in aligning customer goals with Arkose Labs' solutions while managing expectations, influencing outcomes, and ensuring long-term success.

Responsibilities:

• Serve as the strategic partner and primary point of contact for enterprise customers.
• Lead technical discovery and intake calls independently.
• Guide customers through implementation, optimization, and best practices.
• Manage executive relationships and influence stakeholders.
• Ensure alignment with customer goals, drive adoption, and proactively mitigate churn risk.
• Identify and pursue expansion opportunities in collaboration with sales.
• Deliver insights and communicate value through reporting, consultation, and thought leadership.
• Leverage industry knowledge to tailor guidance to customer needs.

Requirements:

• 8+ years in Customer Success, Technical Account Management, Solution Consulting or related technical client-facing roles.
• Strong understanding of web applications, cloud infrastructure, and modern development stacks (HTML, JavaScript, APIs).
• Ability to confidently lead technical conversations and troubleshoot issues.
• Executive presence with excellent communication, relationship management, and consultative skills.
• Background in SaaS, cybersecurity, or financial services is a strong plus.

Benefits:

• Competitive salary + Equity
• Medical insurance via Adisa Platinum 2 Life Insurance programs
• Dental plan
• Kynergy Wellbeing top Plan
• Discounts Package
• Flexible PTO
• WiFi and Phone stipend
• Flexible working hours to support personal well-being and mental health