Customer Success Manager
About ArborXR
ArborXR is the leading device management platform built specifically for enterprise XR. We help some of the world's largest companies deploy, manage, and scale VR, AR, and MR programs across training, operations, and innovation teams. Our customers include global enterprises, education systems, healthcare organizations, and government agencies running real, production XR programs.
As ArborXR continues to grow, we're looking for a Customer Success Manager to own a book of customers and drive retention, adoption, and expansion across it.
About the role
The Customer Success Manager owns the full post-sale lifecycle for a portfolio of ArborXR customers, from onboarding through renewal and expansion. This is not a support or coordination role. You will be the primary relationship owner for your accounts, accountable for gross retention on your book, and expected to run renewal conversations, identify expansion opportunities, and manage commercial discussions directly.
You'll work with customers deploying XR at real scale: training programs across hundreds or thousands of headsets, multi-site rollouts, and complex environments involving resellers, ISVs, and IT stakeholders. Your job is to make sure every customer in your book is deployed, adopted, healthy, and renewed, and to spot the accounts ready to grow.
Why This Role Matters
Retention is the foundation of ArborXR 's growth. Our CSMs are one of the reasons that customers renew, expand, and advocate for us. This role directly carries revenue responsibility: you will own renewal outcomes for your book and contribute to net revenue retention through expansion, upsell identification, and proactive risk management.
The ideal candidate is equal parts relationship builder, operator, and commercial owner. You're comfortable running a QBR with an enterprise training leader in the morning, negotiating a renewal in the afternoon, and digging into device utilization data in between.
What you'll do
- Account Ownership & Relationship Management
- Own a defined book of customers as the primary point of contact and relationship owner from onboarding through renewal.
- Build multi-threaded relationships across your accounts, including program owners, IT/MDM administrators, procurement, and executive sponsors.
- Serve as a trusted advisor, helping customers navigate strategic, operational, and technical challenges while aligning ArborXR to their evolving business goals.
- Run structured check-ins, business reviews, and QBRs that tie ArborXR usage to the customer's program goals and ROI.
- Develop and maintain success plans for key accounts, with clear adoption milestones and renewal readiness criteria.
Onboarding & Adoption
- Lead onboarding for new customers in your book, from kickoff through first value, ensuring devices are enrolled, content is deployed, and admins are trained.
- Drive adoption of the full platform, including fleet management, content deployment, Insights, and integrations, based on each customer's use case and maturity.
- Identify stalled or under-engaged customers early and run structured re-engagement plays to get them back on track.
Renewals & Retention
- Own the renewal for every account in your book, beginning 120 days out: confirm stakeholders, validate value delivered, stage the commercial conversation, and close the renewal.
- Carry gross revenue retention accountability for your portfolio.
- Identify churn risk early through usage signals, engagement patterns, and relationship health, and run save plays with support from leadership when needed.
- Navigate procurement processes, POs, and contract mechanics independently for standard renewals.
Expansion & Growth
- Identify and qualify expansion opportunities within your book: additional devices, new sites or business units, Insights attach, and upgraded tiers.
- Run expansion conversations directly for standard opportunities, and partner with Sales on larger or mo