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Arpio is a cloud resiliency and disaster recovery platform protecting enterprise applications running on AWS and Azure. The company recently closed a $15M Series A and is expanding its team.
As Senior Technical Customer Success Manager, you will be the trusted partner for large enterprise customers throughout their lifecycle with Arpio. You will report to the Head of Customer Success and work closely with Solution Engineers to support complex implementations and drive customer success.
Key responsibilities:
- Lead implementation and onboarding processes using Customer Success best practices to accelerate migration plans and document outcomes
- Track time to value and success metrics for customers
- Proactively monitor customer health to identify risks and opportunities for optimization and adoption
- Conduct 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
- Partner with cross-functional teams to share customer feedback and advocate for product improvements
The role emphasizes ownership of outcomes (not just tickets), fast and candid communication with customers, and treating every account as critical. You will work in a startup environment that moves with urgency, spends wisely, and values direct feedback and continuous learning.
The position is eligible for full-time remote employment within the US or hybrid in the Durham, NC office 2-3 days per week.
Requirements:
- 7+ years of experience in a technical, customer-facing Customer Success or Account Management role
- Experience with CSM tools (Salesforce, HubSpot, Intercom, etc.) and ticketing tools (Jira)
- Strong understanding of AWS and/or Azure services, cloud computing, and networking technologies
- Excellent communication and relationship-building skills
- Attention to detail with ability to identify bigger-picture opportunities
- Problem-solving skills and curiosity
- Enthusiasm for early-stage company environment
- 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)
