Customer Growth & Success Manager

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!

Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/customer-growth-success-manager-nagarro