Customer Growth & Success Manager

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 37 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

We’re looking for a Customer Success & Growth Manager to support members throughout their journey while driving customer engagement, retention, and account growth. This role combines customer success, relationship management, and growth-focused account management to help members succeed in their preparation and continuing education journey. You’ll build strong long-term relationships with members, deliver exceptional support experiences, identify opportunities for renewals and upgrades, and help grow firm or group memberships. The role also involves collaborating cross-functionally to improve customer experience, workflows, onboarding, and retention strategies. The ideal candidate is proactive, relationship-driven, consultative, and comfortable working in a fast-paced environment while leveraging AI tools and process improvements to support both customer success and business growth. 

Responsibilities: 

• Serve as the main point of contact for members throughout their licensure journey 
• Build strong, long-term relationships with candidates as they progress through the ARE and continuing education programs 
• Celebrate member milestones and create positive customer experiences 
• Encourage customer loyalty and help turn members into brand advocates 
• Identify opportunities for membership renewals, upgrades, and additional services 
• Spot potential firm or group membership opportunities from individual member interactions 
• Support long-term business opportunities in partnership with the sales team 
• Contribute to customer retention, account growth, and overall member success 
• Assist candidates with ARE preparation, study planning, memberships, and platform navigation 
• Proactively engage inactive or at-risk members to help them stay on track toward licensure 
• Deliver thoughtful, empathetic, and professional customer support 
• Work alongside AI tools and systems to improve customer experience and team workflows 
• Identify process improvements, recurring issues, and opportunities for automation 
• Help improve support resources, workflows, and operational processes 
• Share customer feedback and insights with product and marketing teams 
• Identify trends and opportunities to improve onboarding, engagement, and retention 
• Help the company better understand the needs of architecture candidates and firms 

• 5 years’ experience in customer success and account management 
• Has excellent communication skills, especially in writing 
• Builds strong relationships and earns customer trust easily 
• Enjoys helping customers achieve success 
• Takes a friendly, consultative approach to customer interactions 
• Understands business goals without being overly sales-focused 
• Is proactive, organized, and solution-oriented 
• Background in AI tools and improving workflows 
• Works well in fast-paced and changing environments 
• Knowledge in helping grow and improve the customer success function 
• Experience in architecture, education, SaaS, or membership organizations is a plus, but not required. 
• Amenable to work a 1:00 AM – 9:00 AM shift, Tuesday to Saturday