Head of Customer Success

Department: Sales

Location: Remote

Compensation: $110,000 - $150,000 / year

Description_Why Work Here?_ At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars: Do something meaningful, With a great team, Earning what you deserve. Founded in 2012, Arkatechture has grown into a nationally recognized data and technology company, partnering with organizations across the fintech, AI, and financial services spaces. We combine deep industry knowledge with technical expertise to help our customers unlock the full potential of their data. Whether it’s modernizing infrastructure, building analytics platforms, or leveraging AI for smarter decision-making, we thrive at the intersection of innovation and impact. Our team is made up of curious, collaborative, and community-minded professionals who are passionate about solving complex problems and staying ahead of what’s next in data and technology. While our roots are in New England, our reach is nationwide, and we support flexible, remote-friendly work to match. We offer a competitive benefits package that includes:

• A flexible remote work policy with optional access to our Portland, Maine office
• A 4-day workweek after 3 years of service
• Generous paid time off, including 11 holidays
• Medical, disability, life insurance, and optional dental/vision
• 401(k) retirement plan with company match
• Training & certification reimbursement
• Milestone recognition programs, annual PTO increases, and more

All employees share our core values: put the team first, practice humility, take pride in everything we do, stay curious, care for our community & environment, take work seriously; ourselves not so much. The Position The Head of Customer Success will be responsible for managing and building the customer success management team for Arkatechture’s managed services platform (Arkalytics). They will drive customer success outcomes by owning, managing and growing our Arkalytics accounts. They will work closely and cross-functionally with the Implementation, R&D, Engineering, Marketing, Service delivery and Sales teams to develop programs and solutions that establish, expand, and deepen customer relationships. Through ownership of the post-sales customer relationships, the customer success team serves as an important feedback loop to the technology and product roadmap for Arkalytics. The Head of Customer Success will be responsible for aggregating these requests across customers and outlining requirements for the R&D team. This process will include expanding existing customer relationships, compiling and leading reviews with business stakeholders, expanding the depth of our managed services program, providing technical support, and providing feedback to the Product Owner, Service Delivery and Development teams. The Head of Customer Success will be responsible for accurately forecasting renewals and managing the customer lifecycle for optimal NRR. Additionally, the Head of Customer Success will work with their team to lead effective customer on-sites and strategy sessions with executive teams. The Head of Customer Success will be responsible for building and growing a successful Customer Success team at Arkatechture, including: hiring and management of Customer Success Managers, setting team goals and monitoring team performance, developing and implementing training materials and programs for new Customer Success Managers. This role will primarily include interfacing directly with customers, ensuring customer satisfaction, and timely resolution to requests and issues. This role requires leadership and management, as the customer success management team serves as the primary point of contact for our managed services customers and as the liaison to the development and service delivery teams who support the platform. The Head of Customer Success will be self-motivated, organized, able to handle competing priorities, and be an effective communicator. How to Apply Please send a cover letter and resume with your application. You must submit both documents to be considered for the position. We’re building a diverse team of people who care about doing meaningful work with great people. If that excites you, apply and let’s start the conversation. Key Responsibilities

• Lead and Manage our Customer Success team through mentoring and growing our Customer Success Managers
• Drive Customer Success outcomes by owning, managing and growing our Arkalytics accounts
• Develop executive-level understanding of accounts through quarterly business reviews
• Expand our revenue in accounts through management of end-to-end identification and close of cross-sell and up-sell opportunities
• Maintain high customer renewal rates
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Work closely and cross-functionally with Implementations, R&D, Engineering, Marketing, Service Delivery and the Sales team to develop programs and solutions that establish, expand, and deepen customer relationships
• Help create a company-wide culture of customer-centricity
• Remediate any customer issues immediately, escalate on time to Product Owner and/or CTO and Service Delivery Manager as required
• Work directly with Service Delivery Manager to provide feedback on effectiveness of queue owners and service delivery processes in order to optimize the customer experience
• Ensure customers are receiving satisfactory service in their service desk queues
• Understand the ongoing and future project needs of the customer by discussing strategic initiatives as well as having a firm grasp on all tickets in their queue
• Monitor the Community Forum for any constructive feedback and takeaways
• Organize and contribute to User groups
• Establish customer service best practices and processes

Skills, Knowledge and ExpertiseRequirements

• 5+ years experience in a client-facing role in a similar capacity
• Strong focus on learning and understanding the goals and strategies of customers
• Ability to manage and influence through persuasion, negotiation, and consensus building
• Entrepreneurial, self-sufficient, and self-driven
• Comfort making decisions under uncertainty
• Strong empathy for customers and passion to achieve revenue expansion and growth
• Analytical and process-oriented mindset
• Enthusiastic and creative with the ability to inspire others
• Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
• Passionate about building a business that transforms Credit Union analytics
• Leadership and/or management experience
• Experience working on data management projects (data warehousing, BI, analytics, etc)
• Excellent communication and interpersonal skills, both written and oral
• Critical thinking and problem solving skills
• Ability to multitask, organize, and prioritize work and conflicting priorities
• Experience with Jira/Confluence (experience with Jira Service Desk is a plus)
• Bachelor’s degree in a relevant field

Preferred Experience

• Experience in sales and post-sales
• Product development experience
• Experience with Snowflake
• Experience with Tableau
• Experience with AWS
• Experience in Product Management
• Domain exposure in Financial Services