Customer Success Manager

The Customer Success Manager (CSM) is responsible for developing and managing successful and trusted post-sales relationships with Arc products customers. While not a sales role, the CSM will work closely with the sales team, account executives and product development to understand expansion opportunities, be highly knowledgeable about Arc product offerings since he/she may often be called upon to provide technical support and training. Additionally, he/she will create policies that optimize the customer experience from both external and internal stakeholders feedback.


  • Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities
  • Understand the customer's business goals and technical environment, including software currently used
  • Collaborate with the appropriate business functions and teams to assess and recommend technologies that support customer needs
  • Operate as the lead point of contact for all matters specific to customer accounts
  • Support growth of sales skills and ability to ensure success of growth through various methods including analyzing key performance indicators and metrics


  • Bachelor's Degree or equivalent work experience
  • 5-7 years of experience in B2B environments; preferably customer success, account management or consulting
  • Experience with Customer Relationship Management (CRM) software such as, Salesforce or other software environment
  • Clear understanding of customer success sales processes and customer lifecycles
  • This position may require up to 25% travel
  • Strong organizational, creative problem-solving, and collaborative skills
  • Proven ability to interact effectively at all levels within an organization, including executive and C-level
  • Ability to work well in a dynamic group environment and under deadline pressures
  • Strong analytical, oral and written communication, and presentation skills


Meet Some of The Washington Post's Employees

Bhavya K.

Lead Developer

Bhavya leads the Mobile Team and pushes her staff to develop apps—primarily on Android—for the organization's native flagship products, as well as for partner applications.

Erik R.

Web Developer

Erik works both on the front- and back-end, improving site experience and assisting various teams—especially the graphics developers and journalists—as they tell their stories with rich data and interactives.

Back to top