Senior Technical Customer Success Manager

Senior Technical Customer Success Manager

This role is eligible for full-time remote employment within the US or can be hybrid in our Durham, NC office 2-3 days/week. Please note that we unfortunately cannot sponsor H1B visas at this time. Arpio participates in the US Government's eVerify Program.

Who We Are

Modern enterprises run their most critical applications in complex, cloud-native environments, and the threats keep multiplying: outages, ransomware, bad actors, human error. Most disaster recovery tools stop at backing up data. We've built the next generation of cloud resiliency and disaster recovery for AWS and Azure with an automated, application-aware platform that recovers a company's entire application stack, not isolated resources, in under an hour. We protect production workloads for enterprises that cut across multiple industries like healthcare, financial services, and SaaS - the kind of companies that can't afford downtime.

At Arpio, we believe great companies are built by people who take ownership, move with urgency, and consistently deliver results. We just closed our $15M Series A to expand into new clouds and build out our roadmap, which means we're growing the team right now, and your work will directly shape where we go next.

This isn't simply another job. It's an opportunity to help build a company.

About the Role

Our Customer Success team helps Arpio customers protect their applications from the unexpected, using Arpio's innovative SaaS platform. As a Senior Technical Customer Success Manager, you will serve as an integral part of our growing team, focusing on customer satisfaction and retention for large enterprise organizations.

In this role, you will establish yourself as a trusted partner to our enterprise customers throughout their lifecycle with Arpio. You will report to the Head of Customer Success to track customer goals & health, and partner with a Solution Engineer to navigate complex implementations.

What You'll Do

• Lead implementation and onboarding processes with customers, using Customer Success best practices to document and accelerate onboarding and migration plans
• Track time to value and success metrics for Arpio customers
• Proactively monitor customer health to identify potential risks and areas of opportunity to optimize customer usage and drive adoption
• Lead quarterly business reviews with customers to share product updates and drive renewals and expansion
• Collaborate with engineers to triage and troubleshoot technical issues, ensuring timely resolution for customer-reported issues
• Partner with cross-functional teams to share customer feedback and act as a customer advocate for product improvements, as well as new features and requirements

How We Work

At Arpio, we care about the outcome as much as the effort it took to get there. We take initiative, follow through, and report back on what we learned along the way. That same instinct shows up in how we treat customers and each other: we respond quickly, speak honestly and openly, and trust our teammates to take direct feedback as a chance to grow. We move like a startup because we are one, spending wisely and treating every dollar and every customer like they matter, because they do. If that's how you like to work, you'll fit in well here. For this role, that looks like:

• Owning the outcome, not just the ticket . You measure success by whether your customer can recover their applications when it matters. That means driving implementations to a tested, working recovery plan, not just a completed setup, and closing the loop with the customer and our team on what you learned.
• Being fast and candid with customers . When something breaks or a risk shows up in a customer's account, you raise it quickly and give them the real picture, even when it's not what they want to hear. Enterprise customers trust us with their production workloads, and that trust comes from honesty.
• Treating every account like it matters, because it does. You find practical ways to drive adoption and expansion without waiting for a perfect playbook. You turn customer feedback into clear, prioritized input for Product and Engineering, and you're open to direct feedback on your own work.

What We're Looking For

• 7+ years of experience in a technical, customer-facing Customer Success or Account Management role
• Previous experience using CSM tools such as SalesForce, Hubspot, Intercom, etc. and ticketing tools such as Jira
• Strong understanding of AWS and/or Azure services, cloud computing and networking technologies, and a desire to continue to learn new technologies
• Excellent communication skills with a proven ability to collaborate and build relationships with customers
• Keen attention to detail, as well as the ability to also see the bigger picture and identify opportunities for improvement
• Curious and capable problem solving skills
• Enthusiasm for working at an early stage company and diving in to take on the challenges and opportunities involved
• AWS Certified Cloud Practitioner certification (or willingness to complete within 90 days) OR Azure Fundamentals (AZ-900) certification (or willingness to complete within 90 days)

Salary and Benefits

• Competitive salary + Equity
• Arpio will cover 100% of your personal medical premiums, 100% of your life insurance premium, and 75% of your personal premiums for vision and dental (because the insurance companies won't let us pay 100%). For your dependents, Arpio will cover 75% of medical, dental, and vision premiums. No life insurance is included.
• For fully remote employees, a $125 home office stipend or $250 company-subsidized co-working membership
• Unlimited PTO
• Small, collaborative team environment
• Opportunity to work on the cutting edge of cloud technology

Arpio is an equal opportunity employer. We are committed to building a diverse team and an inclusive workplace, and we welcome applicants of all backgrounds. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We provide reasonable accommodations to applicants and employees with disabilities; if you need an accommodation during the application or interview process, let us know.