Senior Success Manager

We're looking for an Senior Success Manager to deliver a polished onboarding experience for new customers and an elevated, long-term partnership for our most strategic accounts. This is a solutions-oriented role; you'll work closely with customers to understand their specific workflows and configure needs, not a one-size-fits-all setup. You'll own the relationship from day one through renewal, and you'll have a Customer Success Specialist supporting you on SMB accounts and tactical execution so you can stay focused on what matters most. This is a fully remote position, however ideal candidates must be located within Jacksonville, FL. 

• Lead onboarding for new enterprise customers from kickoff through go-live
• Configure customer environments to reflect their specific operational needs and workflows
• Lead training sessions - virtual and on-site - for users and administrators
• Manage timelines, milestones, and communication throughout the onboarding process
• Travel as needed to support deployments and training at customer sites

• Own long-term relationships with enterprise and Guard accounts post-implementation
• Serve as a trusted partner, helping customers get maximum value from ARRO as their missions evolve
• Lead Quarterly Business Reviews focused on usage, outcomes, and growth opportunities
• Identify and support expansion opportunities based on evolving customer needs
• Manage renewal readiness through consistent engagement and demonstrated platform value

• Serve as the primary escalation point for enterprise customer concerns
• Partner with internal teams to resolve complex issues in a way that meets mission requirements

• 5+ years in implementation, customer success, or enterprise account management
• Experience configuring SaaS platforms to meet customer-specific needs
• Strong project management skills - you keep things moving without dropping the ball
• A solutions-oriented mindset - you don't just flag problems, you solve them
• Comfortable presenting to and building relationships with senior stakeholders
• Experience with federal, defense, or public safety customers is a plus

• Customers feel supported from day one and set up for long-term success
• Enterprise accounts are engaged, expanding, and renewing
• You're seen as a trusted partner — not just a vendor contact