Senior Success Manager

Remote
Full Time
Mid Level
Overview:

We're looking for an 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 from ARRO 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
WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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