Customer Success Manager, ArborXR
Device management platform for AR & VR devices
Posted today
Device management platform for AR & VR devices
21-100 employees
Posted today
21-100 employees
Company mission
ArborXR's mission is to help people live more meaningful lives through the power of XR by providing a management platform for AR and VR devices.
Role
Who you are
- At least 3 years of experience in Customer Success, Account Management, or a renewals-carrying post-sale role in B2B SaaS
- Demonstrated ownership of renewals and retention outcomes, ideally with direct commercial responsibility (quotas, GRR/NRR targets, or renewal books)
- Experience managing a portfolio of accounts across segments, balancing high-touch strategic work with efficient coverage of a broader book
- Background in or strong familiarity with the XR industry is highly preferred; experience with hardware-plus-software deployments, MDM, or IT-adjacent products is a strong plus. Comfortable collaborating with IT teams and navigating technical deployment conversations
- Familiarity with channel and reseller ecosystems and comfort managing accounts with partner involvement
- Experience working in HubSpot, Salesforce, Gainsight, or similar CRM/customer platforms, with strong data hygiene habits
- Excellent communication and executive presence: you can run a QBR, handle a tough renewal conversation, and write a crisp follow-up
- Analytical mindset with the ability to read usage data, spot risk and expansion signals, and act on them
- Comfortable with ambiguity and motivated to help build scalable CS processes in a growing organization
- Customer-first mindset with a genuine passion for helping organizations realize long-term value from ArborXR and building trusted, lasting partnerships
What the job involves
- The Customer Success Manager owns the full post-sale lifecycle for a portfolio of ArborXR customers, from onboarding through renewal and expansion.
- This is not a support or coordination role. You will be the primary relationship owner for your accounts, accountable for gross retention on your book, and expected to run renewal conversations, identify expansion opportunities, and manage commercial discussions directly
- You'll work with customers deploying XR at real scale: training programs across hundreds or thousands of headsets, multi-site rollouts, and complex environments involving resellers, ISVs, and IT stakeholders.
- Your job is to make sure every customer in your book is deployed, adopted, healthy, and renewed, and to spot the accounts ready to grow
- Own a defined book of customers as the primary point of contact and relationship owner from onboarding through renewal
- Build multi-threaded relationships across your accounts, including program owners, IT/MDM administrators, procurement, and executive sponsors
- Serve as a trusted advisor, helping customers navigate strategic, operational, and technical challenges while aligning ArborXR to their evolving business goals
- Run structured check-ins, business reviews, and QBRs that tie ArborXR usage to the customer's program goals and ROI
- Develop and maintain success plans for key accounts, with clear adoption milestones and renewal readiness criteria
- Lead onboarding for new customers in your book, from kickoff through first value, ensuring devices are enrolled, content is deployed, and admins are trained
- Drive adoption of the full platform, including fleet management, content deployment, Insights, and integrations, based on each customer's use case and maturity
- Identify stalled or under-engaged customers early and run structured re-engagement plays to get them back on track
- Own the renewal for every account in your book, beginning 120 days out: confirm stakeholders, validate value delivered, stage the commercial conversation, and close the renewal
- Carry gross revenue retention accountability for your portfolio
- Identify churn risk early through usage signals, engagement patterns, and relationship health, and run save plays with support from leadership when needed
- Navigate procurement processes, POs, and contract mechanics independently for standard renewals
- Identify and qualify expansion opportunities within your book: additional devices, new sites or business units, Insights attach, and upgraded tiers
- Run expansion conversations directly for standard opportunities, and partner with Sales on larger or more complex growth motions
- Develop account growth strategies by identifying additional use cases, business units, geographies, and stakeholder groups that could benefit from ArborXR
- Contribute to net revenue retention targets alongside your retention responsibility
- Maintain clean, accurate account data in HubSpot, including renewal stages, health scores, contacts, and partner relationships, so your book is always forecastable
- Feed structured product feedback, competitive intelligence, and use case learnings back to Product, Marketing, and Sales
- Work closely with Support, RevOps, Channel, and Sales to route issues, coordinate on shared accounts, and keep customers moving
- Support strategic customer engagement initiatives, including Customer Advisory Boards, customer stories, reference programs, and feedback forums that strengthen customer advocacy and influence product direction
- What Success Looks Like;
- Your book renews at or above target gross retention, with renewals staged and forecastable well before the date
- Customers in your portfolio are onboarded quickly, adopt the platform deeply, and can point to measurable program outcomes
- Expansion revenue is consistently sourced from your book, with a healthy pipeline of qualified growth opportunities handed to or closed alongside Sales
- Churn risk is identified and escalated early, not discovered at renewal
- Your accounts in HubSpot are a reliable source of truth: ownership, lifecycle stage, renewal status, and health are always current
Our take
Virtual Reality (VR) and Augmented Reality (AR), collectively known as XR technologies, present significant opportunities for enterprises, such as career training, property viewings, and conference calling. However, the headsets and hardware behind XR devices are difficult to manage, requiring regular firmware updates, application installation, security management, and device testing.
ArborXR provides an enterprise platform for the management of XR devices, facilitating the large-scale management of remote application installation, firmware updates, device health, security, and usage analytics within a unified dashboard. Through these solutions, the company ultimately aims to take the technical challenges out of XR headset management, speeding up the adoption of the technology.
Whilst XR device developers such as HTC and Facebook provide their own platforms for device management, these generally only provide basic information for the consumer, such as device health or firmware updates, whereas ArborXR’s solution is unified and comprehensive. The company has ultimately taken a step from traditional VR and XR use cases such as video games, instead focusing on tackling challenges that enterprises face.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2024
$12m
SERIES A
Total funding: $12m
Company benefits
- Full Healthcare benefits
- Unlimited time off
Company HQ
Norman, OK
Leadership
Brad Scoggin
(Co-Founder & CEO)Experience as Owner of Upward VR from 2016 to 2018. Co-founder & CEO of Springboard VR from 2016 to 2021.
Will Stackable
(Co-Founder & CMO)Experience as Founder of Scissortail Media from 2010 to 2018. Co-founder of SpringboardVR from 2016 to 2021.
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