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 clients 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 officeA 4-day workweek after 3 years of serviceGenerous paid time off, including 11 holidaysMedical, disability, life insurance, and optional dental/vision401(k) retirement plan with company matchTraining & certification reimbursementMilestone recognition programs, annual PTO increases, and moreAll 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 PositionArkatechture is seeking a Head of Customer Success to lead our Customer Success team while driving long-term customer value across our Arkalytics client base.In this role, you will serve as both a strategic leader and hands-on contributor, overseeing a small team of Customer Success Managers while directly managing a portfolio of key customer accounts. You will focus on building strong customer relationships, driving product adoption, and ensuring our clients achieve measurable outcomes through the Arkalytics platform.As a player-coach, you will mentor and support the Customer Success team, help establish scalable processes and best practices, and work cross-functionally with teams across the organization to ensure a seamless customer experience. This role will also serve as an important voice of the customer internally, helping surface feedback and insights that inform product improvements and the ongoing evolution of our managed services platform. The ideal candidate is a customer-centric leader who enjoys working closely with clients while also helping guide and develop a growing Customer Success function.How to ApplyPlease 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 ResponsibilitiesCustomer Success & Account LeadershipDrive Customer Success outcomes by owning, managing, and growing overall customer health and value across our Arkalytics accountsBuild trusted relationships with customer stakeholders and develop a deep understanding of customer goals and strategic initiativesLead quarterly business reviews and strategic planning sessions with customersInfluence long-term customer value through increased product adoption, customer satisfaction, and overall account health Identify, log and communicate risks and opportunities within accounts through customer engagement, product adoption, and feedbackAct as a trusted advisor to customers by helping them align Arkalytics with their organizational goalsTeam Leadership & DevelopmentLead and support a small team of Customer Success Managers through mentorship, coaching, and ongoing developmentServe as a resource and escalation point for complex customer situationsHelp establish and refine Customer Success processes, playbooks, and best practicesSet team goals and monitor performance to ensure consistent, high-quality customer engagementFoster a collaborative and customer-centric culture across the Customer Success teamStrategic & Cross-Functional CollaborationWork closely and cross-functionally with Implementation, Product, Service Delivery, Marketing, and Sales teams to ensure a seamless customer experienceAggregate customer feedback and insights to help inform product improvements and roadmap discussionsCollaborate with internal teams to resolve customer issues and ensure timely responses to requests and service needsProvide strategic input on customer success programs, onboarding approaches, and ongoing customer engagement strategiesHelp ensure customers are receiving strong support and service throughout their lifecycle with ArkatechtureSkills, Knowledge and ExpertiseRequirements 5+ years of experience in Customer Success or a similar customer-facing roleExperience managing and growing customer relationships, ideally within a SaaS environmentLeadership experience including mentoring, coaching, or managing team membersStrong focus on learning and understanding the goals and strategies of customersEntrepreneurial, self-sufficient, and self-drivenComfortable making decisions under uncertainty and managing competing prioritiesStrong empathy for customers and teams, passion for helping them achieve measurable outcomesAnalytical and process-oriented mindsetExcellent communication and presentation skillsPassionate about building a business that transforms Credit Union analyticsLeadership and/or management experienceExperience working on data management projects (data warehousing, BI, analytics, etc)Excellent communication and presentation skillsStrong critical thinking and problem-solving abilitiesAbility to multitask, organize, and prioritize work effectivelyExperience helping build or scale Customer Success programs or processesExperience working with visualization tools such as Tableau or PowerBIExposure to Cloud environments and databases such as SnowflakePreferred ExperienceExperience working with Jira/Confluence (Jira Service Desk is a plus)Experience working with financial institutions such as credit unions or banksExposure to data, analytics, or business intelligence platformsAbout ArkatechtureAt Arkatechture, we love data — we play with it and learn from it every day, and we want you to love your data, too. We are a data consultation and services company specializing in data quality, visualization, and management, as well as customized enterprise-level solutions. We work with companies big and small to help solve their data challenges and reveal how they can leverage their data in brand new ways. Need to collect, clean, or visualize your data? We can help.
