Customer Success Manager

Job not on LinkedIn

🕒 August 22

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ArborXR

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📚 Education

💰 $1.2M Venture Round - ArborXR on 2025-07

Healthcare • Consulting • Education

ArborXR is a SaaS platform that provides enterprise-grade management for AR and VR (XR) devices and deployments. It enables organizations to remotely enroll, configure, secure, and monitor headsets at scale, deploy and update XR apps and content, lock down kiosk experiences, cast and troubleshoot sessions, and gather learner analytics and integration with LMS systems. ArborXR targets enterprises and institutions running XR programs across training, healthcare, education, and field operations, emphasizing scalability, security, and ease of remote management.

📋 Description

• Own the full post-sale lifecycle for a portfolio of ArborXR customers, from onboarding through renewal and expansion • Own a defined book of customers as the primary point of contact and relationship owner • Build multi-threaded relationships with program owners, IT/MDM administrators, procurement, and executive sponsors • Serve as a trusted advisor on strategic, operational, and technical challenges • Run structured check-ins, business reviews, and QBRs tying ArborXR usage to customer goals and ROI • Develop and maintain success plans with adoption milestones and renewal readiness criteria • Lead onboarding from kickoff through first value, ensuring devices are enrolled, content is deployed, and admins are trained • Drive adoption of fleet management, content deployment, Insights, and integrations • Identify under-engaged customers and run re-engagement plays • Own renewals beginning 120 days out, including stakeholder confirmation, value validation, commercial staging, and closing • Carry gross revenue retention accountability and identify churn risk through usage, engagement, and relationship-health signals • Navigate procurement processes, POs, and contract mechanics for standard renewals • Identify and qualify expansion opportunities involving devices, sites, business units, Insights, and upgraded tiers • Run standard expansion conversations and partner with Sales on larger growth motions • Develop account growth strategies across use cases, business units, geographies, and stakeholder groups • Maintain accurate account data in HubSpot, including renewal stages, health scores, contacts, and partner relationships • Feed product feedback, competitive intelligence, and use-case learnings to Product, Marketing, and Sales • Collaborate with Support, RevOps, Channel, and Sales on shared accounts and issue routing • Support Customer Advisory Boards, customer stories, reference programs, and feedback forums

🎯 Requirements

• 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 highly preferred • 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: ability to 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