Customer Success Manager (CSM)
Arlo Training Management Software
Date: 6 days ago
City: Wellington, Wellington
Contract type: Full time
What You’ll Do
As a Customer Success Manager at Arlo, your success is evident when customers consistently achieve meaningful results with the product, leading to strong revenue growth and lasting loyalty. You’ll ensure customers experience smooth, well-supported onboarding and implementation, building their confidence and setting the foundation for ongoing success. Projects run seamlessly, staying on track so customers quickly realise their initial goals and experience clear value early on in their journey with Arlo.
When you’re effective in this role, business reviews and renewal meetings become opportunities for customers to recognise how Arlo supports their success. You skillfully balance customer desires with Arlo’s business constraints, advocating for improvements that add value to the customer experience while aligning with Arlo’s strategic goals. Through this approach, you ensure that Arlo continues to meet and exceed customer expectations in a sustainable way.
As a trusted partner, you anticipate and proactively resolve challenges, building a reputation for responsiveness and high value. Customers renew their services with confidence, and your work directly drives higher adoption rates, satisfaction, and Arlo’s growth trajectory.
Responsibilities
Implementation
Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.
We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest e-learning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.
Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales and transform how their training is delivered. Arlo is the realization of that vision with customers in over 70 countries and processing over $1B since conception.
That success is put down to a combination of super-talented and passionate individuals, who never stop pushing the envelope, with a single-minded focus to make training management easy and accessible.
As a Customer Success Manager at Arlo, your success is evident when customers consistently achieve meaningful results with the product, leading to strong revenue growth and lasting loyalty. You’ll ensure customers experience smooth, well-supported onboarding and implementation, building their confidence and setting the foundation for ongoing success. Projects run seamlessly, staying on track so customers quickly realise their initial goals and experience clear value early on in their journey with Arlo.
When you’re effective in this role, business reviews and renewal meetings become opportunities for customers to recognise how Arlo supports their success. You skillfully balance customer desires with Arlo’s business constraints, advocating for improvements that add value to the customer experience while aligning with Arlo’s strategic goals. Through this approach, you ensure that Arlo continues to meet and exceed customer expectations in a sustainable way.
As a trusted partner, you anticipate and proactively resolve challenges, building a reputation for responsiveness and high value. Customers renew their services with confidence, and your work directly drives higher adoption rates, satisfaction, and Arlo’s growth trajectory.
Responsibilities
Implementation
- Delivering exceptional onboarding experiences that enable customers to confidently start using Arlo, helping them achieve initial milestones smoothly while setting a strong foundation for long-term success.
- Leading training sessions and providing consultative guidance to empower customers to maximise their use of Arlo, ensuring they understand the product’s full potential and how it aligns with their specific needs and objectives.
- Collaborating cross-functionally to troubleshoot and resolve technical issues during setup, minimising disruptions and ensuring a positive and seamless experience for customers, while staying within Arlo’s resource and support constraints.
- Building in-depth product expertise to offer tailored, insightful advice that aligns with customer use cases and Arlo’s capabilities, balancing what the customer wants with what is feasible and sustainable for the business.
- Representing the voice of the customer by sharing valuable feedback with the product team, influencing prioritised improvements that meet both customer needs and Arlo’s strategic objectives.
- Proactively managing customer accounts, conducting regular check-ins to nurture strong relationships and ensure customers consistently achieve measurable value from Arlo, fostering loyalty and alignment with Arlo’s growth goals.
- Conducting impactful business reviews that showcase Arlo’s role in helping customers reach their goals, promoting renewals and identifying opportunities for further collaboration that meet the needs of both parties.
- Analysing and tracking key metrics related to customer success and satisfaction, using these insights to continuously refine strategies and approaches that drive value for customers while contributing to Arlo’s overall growth trajectory.
- 2+ years of experience in customer support, pre-sales, or account management, ideally in a SaaS or technology environment
- Excellent problem-solving and analytical skills with an ability to think outside the box.
- Experience delivering end-user training is desired.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and resourcefulness
- Results-driven mentality, self-motivated, enthusiastic, and with a “can-do” attitude.
- Education at the degree level is preferred but not essential.
Arlo is an award-winning global business with our HQ in Wellington, New Zealand and offices in the UK and Canada.
We believe that human interaction is still at the heart of effective learning. Blending that philosophy with the latest e-learning tech, Arlo is fast becoming the preferred solution of choice for commercial training providers globally.
Arlo has been developed as the definitive tool to run a training operation, helping our clients save time, grow sales and transform how their training is delivered. Arlo is the realization of that vision with customers in over 70 countries and processing over $1B since conception.
That success is put down to a combination of super-talented and passionate individuals, who never stop pushing the envelope, with a single-minded focus to make training management easy and accessible.
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