Responsibilities:
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.
- 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
Qualifications:
- 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
