Customer Success Manager

About the role

The Customer Success Manager owns the full post-sale lifecycle for a portfolio of ArborXR customers, from onboarding through renewal and expansion. This is not a support or coordination role. You will be the primary relationship owner for your accounts, accountable for gross retention on your book, and expected to run renewal conversations, identify expansion opportunities, and manage commercial discussions directly.

You'll work with customers deploying XR at real scale: training programs across hundreds or thousands of headsets, multi-site rollouts, and complex environments involving resellers, ISVs, and IT stakeholders. Your job is to make sure every customer in your book is deployed, adopted, healthy, and renewed, and to spot the accounts ready to grow.

Why This Role Matters

Retention is the foundation of ArborXR's growth. Our CSMs are one of the reasons that customers renew, expand, and advocate for us. This role directly carries revenue responsibility: you will own renewal outcomes for your book and contribute to net revenue retention through expansion, upsell identification, and proactive risk management.

The ideal candidate is equal parts relationship builder, operator, and commercial owner. You're comfortable running a QBR with an enterprise training leader in the morning, negotiating a renewal in the afternoon, and digging into device utilization data in between.

What you'll do

• Account Ownership & Relationship Management
• Own a defined book of customers as the primary point of contact and relationship owner from onboarding through renewal.
• Build multi-threaded relationships across your accounts, including program owners, IT/MDM administrators, procurement, and executive sponsors.
• Serve as a trusted advisor, helping customers navigate strategic, operational, and technical challenges while aligning ArborXR to their evolving business goals.
• Run structured check-ins, business reviews, and QBRs that tie ArborXR usage to the customer's program goals and ROI.
• Develop and maintain success plans for key accounts, with clear adoption milestones and renewal readiness criteria.

Onboarding & Adoption

• Lead onboarding for new customers in your book, from kickoff through first value, ensuring devices are enrolled, content is deployed, and admins are trained.
• Drive adoption of the full platform, including fleet management, content deployment, Insights, and integrations, based on each customer's use case and maturity.
• Identify stalled or under-engaged customers early and run structured re-engagement plays to get them back on track.

Renewals & Retention

• Own the renewal for every account in your book, beginning 120 days out: confirm stakeholders, validate value delivered, stage the commercial conversation, and close the renewal.
• Carry gross revenue retention accountability for your portfolio.
• Identify churn risk early through usage signals, engagement patterns, and relationship health, and run save plays with support from leadership when needed.
• Navigate procurement processes, POs, and contract mechanics independently for standard renewals.

Expansion & Growth

• Identify and qualify expansion opportunities within your book: additional devices, new sites or business units, Insights attach, and upgraded tiers.
• Run expansion conversations directly for standard opportunities, and partner with Sales on larger or more complex growth motions.
• Develop account growth strategies by identifying additional use cases, business units, geographies, and stakeholder groups that could benefit from ArborXR.
• Contribute to net revenue retention targets alongside your retention responsibility.

Voice of the Customer & Internal Collaboration

• Maintain clean, accurate account data in HubSpot, including renewal stages, health scores, contacts, and partner relationships, so your book is always forecastable.
• Feed structured product feedback, competitive intelligence, and use case learnings back to Product, Marketing, and Sales.
• Work closely with Support, RevOps, Channel, and Sales to route issues, coordinate on shared accounts, and keep customers moving.
• Support strategic customer engagement initiatives, including Customer Advisory Boards, customer stories, reference programs, and feedback forums that strengthen customer advocacy and influence product direction.

What Success Looks Like

• Your book renews at or above target gross retention, with renewals staged and forecastable well before the date.
• Customers in your portfolio are onboarded quickly, adopt the platform deeply, and can point to measurable program outcomes.
• Expansion revenue is consistently sourced from your book, with a healthy pipeline of qualified growth opportunities handed to or closed alongside Sales.
• Churn risk is identified and escalated early, not discovered at renewal.
• Your accounts in HubSpot are a reliable source of truth: ownership, lifecycle stage, renewal status, and health are always current.

Qualifications

• At least 3 years of experience in Customer Success, Account Management, or a renewals-carrying post-sale role in B2B SaaS.
• Demonstrated ownership of renewals and retention outcomes, ideally with direct commercial responsibility (quotas, GRR/NRR targets, or renewal books).
• Experience managing a portfolio of accounts across segments, balancing high-touch strategic work with efficient coverage of a broader book.
• Background in or strong familiarity with the XR industry is a must; experience with hardware-plus-software deployments, MDM, or IT-adjacent products is a strong plus. Comfortable collaborating with IT teams and navigating technical deployment conversations.
• Familiarity with channel and reseller ecosystems and comfort managing accounts with partner involvement.
• Experience working in HubSpot, Salesforce, Gainsight, or similar CRM/customer platforms, with strong data hygiene habits.
• Excellent communication and executive presence: you can run a QBR, handle a tough renewal conversation, and write a crisp follow-up.
• Analytical mindset with the ability to read usage data, spot risk and expansion signals, and act on them.
• Comfortable with ambiguity and motivated to help build scalable CS processes in a growing organization.
• Customer-first mindset with a genuine passion for helping organizations realize long-term value from ArborXR and building trusted, lasting partnerships.