Customer Growth & Success Manager

A Customer Success & Growth Manager role focused on supporting members through their licensure and continuing education journey, driving engagement, retention, and account growth. The role involves relationship management, customer support, and collaboration with cross-functional teams to improve customer experience and business outcomes.

Location: Remote (US)

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

Requirements

• 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

Additional Information

• Amenable to work a 1:00 AM – 9:00 AM shift, Tuesday to Saturday