Senior Success Manager

Senior Success Manager ARRO Systems LLC Jacksonville, FL Job Details Full-time 19 hours ago Qualifications Customer relationship building

SaaS Full Job Description Senior Success Manager Location:

Remote Reports to:

Senior Success Manager Direct Reports:

N/A Overview:

We're looking for a Senior Success Manager to deliver a polished onboarding experience for new customers and an elevated, long-term partnership for our most strategic accounts. This is a solutions-oriented role; you'll work closely with customers to understand their specific workflows and configure needs, not a one-size-fits-all setup. You'll own the relationship from day one through renewal, and you'll have a Customer Success Specialist supporting you on SMB accounts and tactical execution so you can stay focused on what matters most. This is a fully remote position, however ideal candidates must be located within Jacksonville, FL. What You'll Do Implementation Lead onboarding for new enterprise customers from kickoff through go-live Configure customer environments to reflect their specific operational needs and workflows Lead training sessions•virtual and on-site•for users and administrators Manage timelines, milestones, and communication throughout the onboarding process Travel as needed to support deployments and training at customer sites Account Management Own long-term relationships with enterprise and Guard accounts post-implementation Serve as a trusted partner, helping customers get maximum value as their missions evolve Lead Quarterly Business Reviews focused on usage, outcomes, and growth opportunities Identify and support expansion opportunities based on evolving customer needs Manage renewal readiness through consistent engagement and demonstrated platform value Escalation & Support Serve as the primary escalation point for enterprise customer concerns Partner with internal teams to resolve complex issues in a way that meets mission requirements

Qualifications and Experience:

5+ years in implementation, customer success, or enterprise account management Experience configuring SaaS platforms to meet customer-specific needs Strong project management skills•you keep things moving without dropping the ball A solutions-oriented mindset•you don't just flag problems, you solve them Comfortable presenting to and building relationships with senior stakeholders Experience with federal, defense, or public safety customers is a plus

What Success Looks Like:

Customers feel supported from day one and set up for long-term success Enterprise accounts are engaged, expanding, and renewing You're seen as a trusted partner — not just a vendor contact