Customer Success Manager

About Arthur:

At Arthur, we are deeply passionate about building technology to make AI work for everyone. Arthur is the AI performance company that helps enterprise customers deliver on the full potential of AI through performance monitoring and optimization, explainability, and bias detection.

We're built by AI experts and backed by world-class, diverse investors, led by Mike Volpi at Index Ventures, Lo Toney, Theresia Gouw, Work-Bench and Homebrew. Arthur is a unique early-stage company that has already been established as an industry leader in the space: we've been honored as one of CB Insights' 100 Most Promising Start-ups.

This position is a rare (and fun!) opportunity to help shape the future of AI and its real-world impact. We are an equal opportunity employer and believe strongly in front-end ethics: building a company and industry where strong performance and a positive human impact are inextricably linked.

About the role:

We are looking for a Customer Success Manager to be a champion for our most critical asset - our customers. In this role, you'll work with our largest enterprise and Fortune 500 clients to help them achieve their key objectives, and communicate important needs between our customers and the Arthur team. The right candidate is passionate about customer success and is excited to create a multi-faceted, best-of-class experience for new and existing customers.

What You'll Do:

• Help build out the Customer Success process for Arthur.ai, which includes
  
  • Creating engagement strategy and success plan playbooks
  • Identifying and onboarding critical support tools
• Build and maintain relationships with customer leaders in order to keep a pulse on customer health and satisfaction
• Conduct Executive Business Reviews and internal quarterly business reviews for key portfolio customers
• Update customers on issue resolutions and new feature enhancements
• Proactively collect and share contextual feedback and customer success metrics with the Engineering and Product teams
• Identify and manage risks that may block product adoption and user satisfaction
• Use customer success software to track, deliver, and communicate customer value
• Serve as an escalation contact for internal and external issues

You have:

• 4-5+ years of Customer Success experience, preferably with B2B complex software products
• A deep understanding of how to navigate the customer success journey at all levels, including
  • The ability to create new opportunities for Arthur, with experience identifying and establishing new customer relationships
  • The ability to foster customer relationships, with a strong track record of maintaining customer health and satisfaction
  • The ability to identify and manage escalations at the highest level
• Experience in creating, documenting, and applying effective Customer Success processes
• Excellent project management, cross-functional collaboration, and change management skills
• Proficiency with Customer Success tools, software, and methods
• A strong alignment with our mission of ethical AI

What to expect at Arthur:

• Teammates who value curiosity, hard work, collaboration, and creative problem-solving - and good swag.
• A team of professionals who are passionate about our work and making a positive impact through AI.
• A caring culture; we value and prioritize our team's physical and mental health, encouraging and celebrating life outside of work.
• Autonomy to pursue your role and interests with room to grow, with a team behind you that always has your back.
• Joy, humor, and a little dose of healthy competition (in our business, we win as a team; on company game night, may the best Arthurian win…).

We offer:

• Competitive compensation plus medical, dental, and vision insurance, and a 401K.
• Equity in what we're building together, backed by some of the most respected VCs in the industry.
• A flexible learning and development budget: we'll cover a masters in computer science, or support ways to learn and grow in the areas that matter to you.
• Highly discounted gym and fitness benefits.
• Flexible PTO with vacation minimums, which we really want you to take and enjoy.
• Flexibility to work out of our NYC, DC, CHI, SF, or remote as it works for you.