Head of Customer Success

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November 22

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ArcSite

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Construction • Engineering • Architecture

ArcSite is a versatile mobile CAD application designed to streamline project planning and execution for various industries, particularly construction and engineering. It allows users to create precise and accurate drawings on-the-go, capturing site data and generating material calculations, estimates, and job reports effortlessly. ArcSite integrates with popular project management tools and CRM systems, enhancing collaboration and data collection processes. Used extensively in fields like architecture, engineering, and contracting, it provides customizable solutions to fit specific industry needs. ArcSite is available on iOS, Android, and Windows platforms, offering a comprehensive suite of tools for teams of all sizes, from individual professionals to large enterprises.

11 - 50 employees

📋 Description

• Lead, mentor, and develop the Enterprise Implementation, SMB Implementation, Customer Support, and Payments teams. • Build a high-performing, customer-obsessed organization with clear goals, processes, and accountability. • Act as an escalation point for high-impact or complex customer issues, guiding both strategy and hands-on resolution. • Improve reactive churn by developing systems for earlier risk detection, better customer communication, and stronger value delivery. • Partner closely with Product and Engineering to advocate for customer needs, influence roadmaps, and translate customer feedback into actionable insights. • Standardize and improve onboarding and implementation processes across customer segments. • Oversee performance metrics, team KPIs, and customer health reporting. • Collaborate with Sales to ensure smooth handoffs, strong expectations setting, and long-term customer success. • Identify, design, and launch new programs and initiatives that increase product adoption, reduce churn, and improve customer retention. • Ensure the Payments customer segment receives world-class support and that issues related to payment processing or workflows are quickly addressed. • Develop repeatable processes, playbooks, and frameworks for scalability as ArcSite continues to grow.

🎯 Requirements

• 8-10+ years of experience in Customer Success, Implementation, or Customer Support, including leadership of multi-functional teams. • Proven ability to manage a large book of customers across SMB and Enterprise, ideally within a SaaS or technical environment. • Experience overseeing customer onboarding/implementation and support functions. • Demonstrated success reducing churn and improving customer retention. • Hands-on leadership style - comfortable joining calls, helping resolve escalations, and working directly with customers when needed. • Strong problem-solving skills and the ability to design and execute improvement initiatives from idea to rollout. • Experience working cross-functionally with Product, Engineering, and Sales. • Excellent communication, coaching, and stakeholder management skills. • Process-oriented but scrappy; able to build structure where needed without slowing the team down. • Ability to thrive in a fast-paced, remote-first startup environment.

🏖️ Benefits

• Fully remote • Unlimited PTO • Medical, dental, and vision insurance • 401K match • $75 monthly wellness stipend