Manager of Customer Success - Hybrid

Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and grow their workforce with a market‑leading SaaS solution. As a member of the A‑Team, you’ll enjoy a top‑notch employee experience where you can embrace your problem‑solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day.

Our culture is collaborative, and we believe strongly in training, growth and internal advancement. We offer competitive compensation including comprehensive benefits and a generous time‑off policy. We offer both on‑site and remote opportunities.

At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.

As the Manager of Customer Success, you will lead, mentor, and inspire a team of Customer Success Managers (CSMs) while owning the overall success, retention, and growth of your team’s customer portfolio. You will develop and execute strategies that drive renewals, identify expansion opportunities, and ensure customers achieve their desired outcomes. This role requires a combination of strategic leadership, hands‑on customer engagement, and cross‑functional collaboration.

This position requires a location of either Phoenix, AZ or Des Moines, IA area.

• Own and drive the overall Gross Renewal Rate (GRR) of your team’s portfolio.
• Lead, coach, and mentor a team of Customer Success Managers to deliver high‑quality, value‑driven customer experiences.
• Manage a portfolio of SMB and Scale level customer accounts, ensuring satisfaction, retention, and growth in a high volume, lower touch environment.
• Set customers up for successful renewals by aligning value, managing expectations, and maintaining strong relationships, in partnership with Account Managers.
• Identify upsell and cross‑sell opportunities by generating Customer Success Qualified Leads (CSQLs) and partnering with Account Managers to drive expansion.
• Serve as the escalation point for high‑impact or at‑risk accounts, collaborating cross‑functionally to resolve issues.
• Facilitate strategic success planning sessions, business reviews, and ongoing engagement to align customer goals with product outcomes.
• Analyze customer health data and leverage AI tools to anticipate risks, implement corrective actions, and optimize the customer journey.
• Build multi‑threaded relationships within customer accounts to deepen engagement and support expansion opportunities.
• Contribute to team best practices and promote a culture of continuous improvement.
• Report on team performance, customer outcomes, and KPIs to senior leadership.

• Bachelor’s degree in Business , Communications, Human Relations, or related field
• 5+ years in Customer Success or Account Management, with at least 2 years in a leadership role.
• Background in SaaS, Human Resources, Payroll or Construction Management industries.
• Proven track record managing a full book of business, including renewals and expansion.
• Strong leadership, coaching, and team management skills.
• Exceptional communication, interpersonal, and problem‑solving abilities.
• Experience handling escalations with a calm, solution‑oriented approach.
• Proficiency with customer success and CRM platforms (e.g., Churn Zero, Gainsight, Salesforce).
• Data‑driven mindset with a focus on customer outcomes and KPIs.

• Familiarity with customer journey mapping and health scoring frameworks.
• Ability to influence cross‑functional teams without direct authority.

• 401(k) with Company match
• Flexible Time Off and Company‑paid holidays
• Hybrid Work

A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end‑to‑end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to…