Customer Growth & Success Manager

Job description

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 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!