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Senior Customer Success Manager

San Jose, Costa Rica

The mission of Arkose Labs is to create an online environment where all consumers are protected from online spam and abuse. Recognized by G2 as the 2023 Leader in Bot Detection and Mitigation, with the highest score in customer satisfaction and largest market presence four quarters running, Arkose Labs offers the world's first $1M warranties for credential stuffing and SMS toll fraud. With 20% of our customers being Fortune 500 companies, our AI-powered platform combines powerful risk assessments with dynamic threat response to undermine the strategy of attack, all while improving good user throughput. Headquartered in San Mateo, CA, with employees in London, Costa Rica, Australia, India, and Argentina. Arkose Labs protects enterprises from cybercrime and abuse.

Position Summary:

Your primary role on the Arkose Labs team is to partner directly with our top customers to develop a strategic direction for success. Through relationship building, value confirmation, and technical consulting, you will help customers meet their security goals and business objectives. As a Customer Success Manager, you will be responsible for enhancing the customer experience and driving business growth, ensuring high customer satisfaction and return on investment. You will be a people connector central to driving success for our customer’s security initiatives across the Arkose Labs organization through close alignment with Engineering, Data Science, and Product.

As a member of Arkose Labs, you will be an integral part of the team that delivers our patent-pending security service to our customers around the globe. You'll get to work with industry leaders and some of the smartest minds in fraud and abuse prevention, helping to make the internet a safer place every day.

Primary Responsibilities:

  • Being the central contact point for the customer and cross-functional teams to encourage team and account growth
  • Advocating security best practices for the customers to drive product adoption and business growth
  • Identifying expansion opportunities, managing renewal risk, and guiding customers through the renewal process in partnership with sales
  • Being the central point of contact for security products and leading the integrated account team to deliver customer success
  • Partnering with the business to deliver consistent high quality service and keep customers engaged
  • Identifying service enhancements and potential problems to ensure continuous improvements to customer security posture
  • Communicating with internal, external customers and partners to share information and deliverables

Must have:

  • Demonstrate experience with account management, customer success, and/or consulting services in a technical environment
  • Have experience managing and delivering technical customer projects successfully
  • Experience with enterprise technology sales, including value confirmation, scoping, and/or renewals.
  • Demonstrate excellent communication and presentation skills and an ability to build trusting relationships with customers
  • Have knowledge of web security, application analytics, including technologies such as HTTP, HTML, JavaScript
  • Have a basic understanding of development and web infrastructure operations
  • Demonstrated experience providing Level I & II technical support 
  • Ability to quickly learn and support new technologies
  • Prior experience in a customer-facing role preferably within a SaaS organization 
  • Self-motivated with demonstrated problem-solving skills
  • Strong attention to detail 
  • Team player, willing to learn, research and teach others
  • Excellent written and verbal communication skills
  • Strong work ethic, professional integrity, and customer focus with a winning attitude!

Nice to have:

  • Have 8+ years of relevant experience 
  • Bachelor's degree in Computer Science, MIS, Engineering, or its equivalent
  • Background in customer-facing cybersecurity

Why Arkose Labs?

At Arkose Labs, our technology-driven approach enables us to make a substantial impact in the industry, supported by a robust customer base consisting of global enterprise giants such as Microsoft, Roblox, OpenAI, and more. We’re not just a company; we’re a collaborative ecosystem where you will actively partner with these influential brands, tackling the most demanding technical challenges to safeguard hundreds of millions of users across the globe.

Why do top tech professionals choose Arkose Labs?

  • Cutting-Edge Technology: Our high-efficacy solutions, backed by solid warranties, attract leading, global enterprise clients.
  • Innovation and Excellence: We foster a culture that emphasizes technological innovation and the pursuit of excellence, ensuring a balanced and thriving work environment.
  • Experienced Leadership: Guided by seasoned executives with deep tech expertise and a history of successful growth and equity events.
  • Ideal Size: We’re structured to be agile and adaptable, large enough to provide stability, yet small enough to value your voice and ideas.

Join us in shaping the future of technology. At Arkose Labs, you’re not just an employee; you’re part of a visionary team driving global change

The most recognizable brands in the world select Arkose Labs, including OpenAI, Roblox, Microsoft, Adobe, Expedia, Snapchat, Zilch, and ZipAir.

We value your unique contributions, perspectives, and experiences. Be part of a diverse and high-performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.

We value:

  • People: first and foremost they are our most valuable resource. Our people are independent thinkers who make data driven decisions and take ownership and accountability in all the things they do.
  • Team Work. We demonstrate respect, trust, integrity, and communicate openly with a positive can do attitude and constructively challenge one another
  • Customer Focus. We empathize with our customers and obsess about solving their problems
  • Execution with precision, professionalism and urgency
  • Security. It’s the lens through which we implement our processes, procedures, and programs

Benefits:

  • Competitive salary + Equity
  • Medical insurance via Adisa Platinum
  • 2 Life Insurance programs
  • Dental plan
  • Kynergy Wellbeing top Plan
  • Discounts Package
  • Flexible PTO
  • WiFi and Phone stipend
  • Flexible working hours to support personal well-being and mental health

Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.

#LI-Hybrid #LI-Midsenior

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