Job Description

Job Description

Job Description

Title: Senior Customer Success Manager

Department: Customer Success

Location: US Remote

About Aria Systems

Aria provides a cloud-based monetization platform for subscription- and usage-based businesses. Aria removes billing bottlenecks and allows companies to rapidly introduce and evolve their offerings, bundles, and promotions.

Innovative companies, like Allstate, Honda, Intel, Subaru, and VMware depend on Aria for agility to accelerate their time to revenue, maximize customer value, and ultimately grow their business.

We are looking for talented, passionate people with strong track records and relevant expertise to help us achieve our goals. We are a fast-moving company that offers a dynamic working environment with a collaborative culture, where you and your peers can learn from each other, and where you can make visible contributions that benefit our world-class customers and partners.

Department Overview

The Customer Success team is a close-knit group of team members responsible for managing, expanding and retaining Aria’s customer base. With offices on the East and West coast, the Customer Success team ensures the success and growth of clients by building relationships and helping them expand their business using the Aria billing platform. This team compiles the building blocks of Aria’s excellence, building relationships with the most important part of the team – the customer.

Position Summary

Be part of something amazing! Aria Systems is seeking a Senior Customer Success Manager to join our growing Customer Success team. Reporting to the Senior Director of Customer Success, we are looking for a candidate with high energy and a knack for engaging with Aria’s Enterprise customers to drive opportunities, renewals, references, and overall customer satisfaction. The ideal candidate will contribute to the team’s success by offering their customers a person they can lean on to ensure the Aria billing platform is delivering and exceeding expectations.

Responsibilities

• Consultative, proactive partnership aligned to help clients achieve their use cases, desired outcomes and strategic plans.
• Help drive growth of our customer’s subscription business by guiding them through Aria’s features, products, best practices and areas for increased adoption and/or optimization.
• Nurture and expand relationships endeavoring to drive satisfaction and advocacy.
• Design, develop, and deliver impactful business reviews and provide thought leadership throughout all aspects of engagement.
• Manage multiple relationships, including C-level interactions, for maximum productivity, success and ensuring retention
• Deliver succinct product feedback to meet high-value customer demands; including identifying key feature requests by clients that would better the product for greater need and usability.
• Build strong internal working relationships with Sales, Marketing, Support and Product Management teams.
• Help identify, document, share Aria’s best practices and opportunities for case studies.
• Will travel to each customer 1-2X year, participate in Customer Events, and other travel as needed, etc.
• Collaboratively work with your internal commercial partners to ensure retention and growth of your portfolio.
• Follows our engagement framework, presenting business reviews, strategic value meetings, joint success planning, etc.
• Strategically and proactively leads customers to value.

Required Qualifications

• 3-5 years and a proven track record in customer-facing role.
• Concrete understanding of how multi-level companies operate (business units, purchasing department, finance team, customer support team, complex decision-making process, etc.).
• Ability to prioritize work independently and strong time management skills.
• Ability to deliver customized presentations and drive strategic calls via web conferencing.
• Expertise in building long-term strategic relationships.
• Experience with CRM/CS tools.
• Excellent verbal and written communication skills.
• Working knowledge of B2B business models.
• Experience with e-commerce, payments, or subscriptions much preferred.

Aria Culture

Aria Systems fosters a flexible, rewarding, and close-knit work environment while encouraging innovation and self-direction. As a fast-paced company, we expect all of our employees to share our strong sense of urgency, ability to learn and master new technologies quickly, and willingness to adapt to rapidly changing priorities. In return Aria offers competitive salaries and benefits, stock options, and a flexible, informal work environment.

Apply for this position directly on our website at

Aria Systems is an EEO employer that actively pursues and hires a diverse workforce.

Please, no phone calls. Principals only; recruiters please do not respond to this ad.

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