Customer Success Manager - EMEA
At a glance
Mid-level Customer Success role at Arango. Remote · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide onboarding and adoption by creating success plans tailored to each strategic customer
- Build executive and operational relationships, then lead QBRs and MBRs around ROI and business outcomes
- Track customer cases, coordinate with support on resolution, and provide advanced help for technical issues, bugs, and upgrades
- Find account growth opportunities with Sales and bring customer feedback to Product and Engineering
What you bring
- At least five years in customer-facing work involving customer engagement and technical training
- Hands-on capability with Unix or Linux administration, Docker, Kubernetes, and NoSQL database systems
- Working knowledge of a programming language plus network basics such as DHCP, DNS, and HTTP
- Experience using ticketing platforms such as JIRA or Zendesk, with strong troubleshooting and root-cause analysis skills
- Excellent technical English communication and the ability to prioritize calmly when conditions change
Who this fits
You’ll suit a technically hands-on customer success role serving strategic accounts, with regular executive interaction and responsibility for retention and expansion. The position is remote within Europe, including CEST-aligned locations such as Spain and Poland. Experience with graph technologies can strengthen your fit.
From the employer
(Strategic Accounts) Customer Success Manager - EMEA
About Arango:
Arango delivers a unified, natively multimodel contextual data platform that powers AI agents, assistants, and applications with the unified, current, and trusted business context needed to reason, decide, and act at scale.
The Arango Contextual Data Platform connects fragmented enterprise data with LLMs, copilots, and AI agents through a simplified architecture delivered out of the box. By combining graph, vector, document, key-value, and search capabilities in a single platform, Arango eliminates the complex stacks many organizations build to operationalize enterprise AI.
Trusted by organizations including NVIDIA, HPE, the London Stock Exchange, PSI CRO, the U.S. Air Force, NIH, Siemens, Transient.AI, Matpriskollen, and Articul8, Arango helps enterprises move from AI pilots to reliable production systems faster while lowering infrastructure complexity and total cost of ownership. Arango is a proud member of the NVIDIA Inception Program and the AWS ISV Accelerate Program. Learn more at arango.ai, LinkedIn, and G2.
Role Purpose
Drive adoption, retention, and expansion in high-value strategic accounts through consultative engagement and executive alignment.
Responsibilities
- Provide elevated level of technical support in resolving issues/bugs/upgrades
- Lead onboarding & adoption with tailored success plans.
- Build trusted advisor relationships with customers at executive & operational levels.
- Conduct QBRs/MBRs to track ROI & business outcomes.
- Identify expansion opportunities in collaboration with Sales.
- Make sure all customers concerns/questions are addressed
- Keep track of your customer’s open cases and work with support team to solve those
- Serve as the voice of the customer into Product & Engineering.
Location: Europe (CEST) - Remote - Spain, Poland, Etc.
Key Metrics
- Gross/Net Retention (GRR/NRR).
- Executive engagement & ROI achievement.
- Expansion pipeline influenced.
- Customer advocacy (case studies, references, NPS).
Requirements
- 5 years of prior experience in customer-facing roles, including customer engagement, and providing technical training to customers
- Experience with ticketing systems (JIRA, Zendesk, etc.)
- Experience with at least one programming language, e.g., C++, Java, JavaScript
- Network fundamentals (DHCP, DNS, HTTP)
- Hands-on experience with Unix/Linux system administration (RedHat, CentOS, CoreOS)
- Containerization with Docker and Kubernetes
- Prior experience with NoSQL technologies and database systems
- Strong troubleshooting skills and excellent technical communication skills (in English)
- Strong root cause analysis and analytical skills
- Ability to prioritize tasks in a fast-moving environment
- Remaining calm in pressure situations and adapting quickly to change
- Experience with graph technologies is considered a plus
What Makes Arango Special?
At Arango, we believe that AI is only as powerful as the data foundation. Our mission is to help organizations build AI systems that can reason, decide and act based on unified, current, and trusted business context at scale. We are helping define a new category of infrastructure: the contextual data layer for AI.
Working at Arango means:
- Contributing to cutting-edge AI and data infrastructure
- Collaborating with experienced engineers, marketers, and product leaders
- Helping shape how enterprises build AI-powered applications
If you're excited about the intersection of AI, data, and social media, we’d love to hear from you.
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