• Manage a portfolio of Client Success Senior Managers and Managers across a specialty or segment of the business • Provide strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention • Develop scalable frameworks to align service delivery across clients of varying size and complexity • Build strong partnerships with executive-level client stakeholders, and translate organizational goals into actionable plans for their teams • Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier • Drive adoption and execution of consistent client management frameworks and standard operating procedures • Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology • Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust • Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps • Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables • Oversee performance metrics and lead quarterly business reviews for high-value clients as needed • Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies.

• Own revenue retention and expansion across the client lifecycle: Onboarding → Adoption → QBR → Renewal → Expansion • Work cross-functionally with Sales and Delivery to turn compliance assessments and remediation work into long-term recurring revenue relationships • Own GRR and NRR performance • Drive renewal execution and expansion strategy • Forecast renewal pipeline • Reduce churn (both logo and revenue) • Develop 3-year value expansion plans for strategic accounts: Compliance lifecycle roadmap, Technology stack alignment, Managed services growth, Upcoming audit milestones • Identify and drive upsell/cross-sell opportunities • Partner with Sales and Service to identify, qualify, and close expansion revenue • Participate in structured QBR / EBR framework • Establish health scoring and churn-risk alerts • Build renewal workflows and expansion tracking in HubSpot • Enforce disciplined account documentation and forecasting • Create escalation paths for at-risk accounts • Ensure clean handoffs from Sales to Delivery/CS • Participate in strategic client calls where expansion opportunity exists • Provide pricing/packaging feedback based on client trends • Support executive-level renewal conversations • Build and mentor Customer Success / Account Management team (In the future) • Define performance metrics and accountability standards • Hire and scale the team as recurring revenue grows • Develop playbooks and structured training

About AirGarage AirGarage is on a mission to bring real estate online, starting with parking. We replace broken parking machines, fragmented software, and manual, labor-intensive operations with a unified, data-rich operating system for parking real estate. We handle everything it takes to run and optimize a parking asset: payments, dynamic pricing, enforcement, license plate recognition, analytics, and more. By building all of our technology in-house, we are able to deliver a magical experience for drivers while providing real-time visibility and revenue increases of 20-50% or more for real estate owners. That’s why national real‑estate leaders like Hines and Greystar, as well as technology companies like Meta, partner with AirGarage to optimize their parking facilities. AirGarage uses datapoints like real-time occupancy, local events, weather, driver behavior, competitor pricing, and more to bring true intelligence to real estate owners’ assets for the first time. We’re investing aggressively to make the physical world legible to a digital system: cameras, sensors, and software that generate a firehose of real-time data about the world around us. That data fuels models and algorithms that allow us to optimize performance at each property while giving owners the clarity and control they’ve never had before. Before you can optimize an asset, you need to observe it. Before you can observe it, you need to bring it online. We are starting with the $131 billion US parking real estate market because it is one of the most offline and mismanaged commercial real estate asset types. 26% of the land area in the median American urban core is dedicated to parking. We are backed by top tier investors including Headline Growth, Andreessen Horowitz, Floodgate, Founders Fund, Abstract Ventures, and angel investors who have founded or worked at companies like Uber, Opendoor, Flexport, and more. Want to learn more about AirGarage and the problem we're tackling? Check out these podcasts: https://www.youtube.com/watch?v=AU0NkDK51E4 https://youtu.be/_8aM6NQHYiE?si=p5WIujBWUA1sG-b7 THE ROLE 👩🏾‍💻 As a Customer (Partner) Success Manager, you will be responsible for owning relationships with a portfolio of parking facility owners and the tenants of their facilities. At a high level, the primary functions of the role can be broken down into 3 categories: - Serve as a proactive asset manager for your portfolio of parking facilities, identifying and executing on opportunities to grow revenue, improve performance, and maximize returns for our property owner partners. - Manage the day-to-day relationship with facility owners, tenants, retailers, and drivers that use the parking facilities in order to ensure a successful long-term relationship. - Work closely with your regional General Manager and the rest of the operations team to make sure customer needs are met and our facilities are running smoothly. This is an individual contributor position. The Partner Success Manager will also be required to work cross-functionally with our Product, Sales, Data, and Field Operations teams. There will be occasional travel to meet with customers or to assist with launch day activities, but it will not exceed more than 10% of your time (unless you prefer to travel more often!). WHAT YOU WILL DO 👷‍♀️ - Build and maintain strong relationships with our customers, acting as their primary point of contact and trusted advisor. - Understand customers' business objectives and help them leverage our solutions to achieve these goals. Some of our customers are focused on maximizing their revenue, others just want to keep their tenants happy, you will need to figure out what is most important to each customer and determine how to help them achieve their goals. - Manage the customer handoff from the Onboarding team to the Regional Operations team as new parking facilities go live with AirGarage. You will be their guide as they get used to working with us and you will be responsible for ensuring they meet their goals and have a successful partnership with AirGarage. - Proactively monitor customer health and consistently engage with customers to ensure their success and satisfaction. - Develop and deliver Quarterly Business Reviews to customers, showcasing the value and impact AirGarage is driving for them. - Gather customer feedback and insights to inform product development and improvement - many of the ideas for features we’ve built came directly from our customer success team’s conversations with our Customers. - Triage partner requests and work with the relevant teams (engineering, operations, sales) to ensure that we address their needs in a timely fashion. - Proactively keep our partners informed of issues that arise in their parking facilities. - Respond in a timely fashion to every customer inquiry. We strive to respond to phone calls, texts, and emails at the very latest same day to at least acknowledge that we are working on answering their question or concern. - Help partners troubleshoot product related bugs or operational concerns. Many of our customers are not digital natives and you will often need to investigative to get to the root of the problem with them. - Keep an eye out for opportunities for us to expand our existing partnerships with customers when and where appropriate. WHAT YOU NEED 👩🏼‍🎓 - Live in our West region (WA, CA, OR, NV, HI, UT, TX, AZ, CO, NE, NM, ID, WY, MT, ND, SD, KS) - 3-5+ years of experience in operations, consulting, customer success or account management role, preferably in a SaaS, Real Estate, or other technology company. - Proven track record of managing and growing SMB, Mid-Market, or Enterprise customer accounts. - To be a self starter with strong problem-solving skills and the ability to think strategically about customer needs and solutions. You will need to be thinking constantly about how to solve customer problems and how we can improve. - Excellent communication and interpersonal skills, with the ability to build strong relationships with customers at all levels. - Top-tier organization ability so that no customer request ever slips through the cracks. - Experience working with cross-functional teams, including sales, product, and engineering. - A proactive, customer-obsessed mindset with a focus on delivering exceptional customer experiences. - People skills that enable you to quickly adapt your style based on the customer you are working with. Our customers range from individual land lords with a single parking facility in the rural midwest to real estate private equity firms with multi-billion dollar portfolios across the USA. Each customer requires a different communication style. THE UPSIDE 📈 - By joining as one of our early team members, there is enormous opportunity ahead for you to have an outsized impact and shape the future of AirGarage in this role. - Competitive salary and benefits including unlimited PTO, health / dental / vision insurance, 401k, and more. - A lot of room to grow -- the operations team will be orders of magnitude larger within a few years, and you’ll be the foundation of that team. - Work closely with our founders, leadership team, and CEO to drive strategy and execute on key initiatives. - The opportunity to change the way that the world thinks about real estate use in our cities. - A diverse team -- we are currently 35%+ female and 30%+ non-white and we hope to continue hiring thoughtfully to build a team that represents the fact that our customers come from all walks of life. IMPORTANT NOTE 🚨 AirGarage is a remote-first company, but we also value in-person collaboration to strengthen trust and teamwork. Team members should expect ~6 weeks of travel per year for: - 2–3 full company offsites, “Remote Weeks” - Lending a hand to support 2 new location launches - In-person onboarding as well as supporting other onboarding sessions for new team members The rest of the year, team members can work remotely from wherever (US time zones) they’re most comfortable as long as they are performing well in their role. Attendance at in-person events throughout the year is expected—if you’re not open to traveling ~6 weeks per year for work, this role isn’t a good fit for you. THE UPSIDE 📈 - 📈 Equity: Have a stake in the business that you’re helping to build and grow. - 🌴 Work remotely: Live and work wherever you like! We believe in folks working where they are happiest and most productive. We currently hire teammates that are located anywhere within North America. - 🏥 Health insurance: We offer health insurance and currently cover 85% of the cost of medical, dental, and vision plans for the primary employee and 50% of the cost of plans for dependents. - 🍼 Parental Leave: We offer 12 weeks of fully paid parental leave to all parents to bond with a newly born, adopted, or fostered child. The 12 weeks can be taken as a continuous leave or intermittently over the first 18 months of the child's life. - 💻 Home office setup: Get a laptop + additional equipment needed to set you up for success. - ⛺ Time to recharge: We have an unlimited PTO policy with a minimum requirement of 10 days per year. - 🤑 401k: Make financial planning right for you with a 401k retirement savings program. - ✈️ Team Off-sites: ~2 times per year our team comes together for a full week in places like Tahoe, Puerto Vallarta, San Diego, Park City, and Austin. - 📚 BookGarage: Our team loves to learn and grow together, so join us for our optional recurring book club. - 🪴Room to grow: Our team will be orders of magnitude larger within a few years; as a part of our foundational team, you'll have opportunities to grow with us. - 🏙️ Transform our cities: The opportunity to change the way that the world thinks about real estate use in our cities. - 👐 Work with a diverse team: At AirGarage, we've always been committed to building a thriving team that represents the communities we serve. Our team is currently 40% female and 30%+ from underrepresented communities. Note: Employment with AirGarage is contingent upon successful completion of a background check and employment verification conducted in compliance with applicable laws. Background checks are completed only after a conditional offer of employment has been made. We understand that there's no such thing as a 'perfect' candidate. We're looking for someone passionate, with grit and determination, who is excited to face the challenges of a rapidly growing startup. AirGarage is the type of company where you can grow exponentially, and we encourage you to apply to us even if you don't 100% match the candidate description. AirGarage is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates and employees are always evaluated based on merit, qualifications, and performance. We will never discriminate on the basis of race, color, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.

Arrow by Altman Solon Network Intelligence Platform Customer Success Manager (CSM) Company Description Altman Solon is a strategy consulting group that focuses exclusively on the telecommunications, media and technology (TMT) related sectors. As the largest global TMT strategy firm, we assist clients in fast, high-impact, confident decision making. We enable clients to seize new opportunities, improve performance, and increase shareholder value within complex and converging industries. Arrow by Altman Solon Arrow is Altman Solon’s Network Intelligence platform—purpose-built for telecom operators navigating the largest broadband infrastructure investment cycle in U.S. history. Originally developed to solve network design problems across consulting engagements, Arrow has evolved into a unique offering that combines engineering-grade route optimization with business-side intelligence on competition, revenue forecasting, and investment prioritization. Arrow is now used by leading network operators in the U.S. and Europe across a growing set of use cases—from greenfield fiber planning and BEAD grant strategy, to M&A network diligence, sales territory enablement, and post-build network optimization. As the $42.45B BEAD program moves from planning into deployment—with 44 states having signed award agreements and construction ramping across the country—Arrow sits at the center of how operators plan, prioritize, and execute their builds. This is an inflection point for the platform and the team. The Role The Customer Success Manager is the connective tissue between Arrow’s capabilities and the business outcomes our clients are trying to achieve. This is not a traditional SaaS CSM role—it’s a hybrid of solutions consulting, data analysis, and technical partnership. You’ll work directly with network planning teams, finance groups, and executive stakeholders at major operators, translating their strategic priorities into actionable platform configurations, custom analyses, and new feature requirements. The telecom industry is undergoing a fundamental shift toward AI-native operations and data-driven decision-making. Operators are moving from reactive to proactive planning, embedding intelligence across every stage of network design, build, and operation. Arrow’s CSMs are at the leading edge of this transformation—helping clients realize value from a platform that sits at the intersection of geospatial analytics, mathematical optimization, and network economics. Duties and Responsibilities Client Partnership & Value Delivery - Own the end-to-end client relationship from onboarding through ongoing engagement, ensuring teams are trained, productive, and realizing measurable ROI from the platform - Translate client business problems—BEAD grant strategy, fiber overbuild prioritization, M&A target network valuation, competitive response planning—into structured analytical workflows within Arrow - Build and deliver custom SQL-based reports, geospatial analyses, and data visualizations that directly support client decision-making - Serve as the “voice of the customer” internally, channeling client needs into product planning, feature prioritization, and roadmap conversations Technical Enablement & Solutions Design - Configure and validate platform deployments, including data ingestion pipelines, geospatial layer setup, optimization parameter tuning, and competitive overlay integration - Develop and maintain client-specific data models using PostgreSQL/PostGIS, leveraging the platform’s decision-state ontology to map network assets, customer segments, and competitive dynamics - Evaluate, reproduce, and isolate software issues, working with engineering to triage bugs and prioritize resolutions across the stack - Support rapid prototyping and testing of new features, including AI-assisted planning workflows and agentic analysis capabilities as they enter the platform Strategic Contribution - Participate in cross-functional brainstorms and product planning sessions with engineering, data science, and consulting teams - Contribute to internal thought leadership—white papers, case studies, and workshop materials—that positions Arrow as the category-defining Network Intelligence platform - Identify patterns across client engagements that signal new product opportunities, market segments, or partnership strategies - Support business development activities by participating in prospect demos, proof-of-concept engagements, and RFP responses Qualifications Successful CSMs at Arrow are creative, technically fluent, and genuinely curious about how networks get built and operated. You combine analytical rigor with strong communication skills, and you’re comfortable moving between a SQL terminal and an executive stakeholder meeting in the same afternoon. Required Skills & Experience - Strong analytical and quantitative reasoning—you think in data structures, not just dashboards - Proficiency in SQL for querying, transforming, and reporting on large datasets; comfort writing multi-join queries against relational schemas - Ability to communicate effectively across disciplines: business strategy, software engineering, network planning, and finance - Critical thinking and creative problem-solving—you can decompose ambiguous client requests into concrete analytical steps - Experience working with large, complex datasets and an intuition for data quality issues - Strong organizational skills with the ability to manage multiple concurrent client engagements - Proficiency with MS Excel, PowerPoint, and standard business tools Preferred Skills & Experience - Knowledge of relational and geospatial database engines, specifically PostgreSQL and PostGIS - Familiarity with GIS concepts: coordinate reference systems, spatial joins, vector/raster data, geocoding - Experience with Python and/or Java for data manipulation, scripting, or automation - Exposure to network planning, telecom infrastructure, or broadband deployment workflows (FTTH, HFC, fixed wireless) - Understanding of federal broadband programs (BEAD, RDOF, CAF) and the regulatory landscape shaping network investment - Familiarity with graph theory plus optimization concepts (linear programming, constraint satisfaction) and/or geospatial analytics tools (QGIS, DuckDB, H3, deck.gl) - Experience in strategy consulting, technical pre-sales, or solutions engineering environments Education & Experience - Bachelor’s degree in a quantitative or technical field (engineering, computer science, mathematics, geography, economics, or related discipline) preferred - 2–4 years of professional experience in fast-paced consulting, technology, or telecom environments with a demonstrated record of client-facing success - Candidates with deep domain expertise in telecom network planning or geospatial analytics may be considered with fewer years of experience Location: Boston or New York preferred. Candidates with 3+ years of relevant experience may be considered for a fully remote role. Compensation: $150,000-$130,000 + bonus / $72-$62HR This role is open to both full-time and contract candidates. We believe that diversity, equity, and inclusion are key principles for the successful operation of any business, and especially ours. We are committed to ensuring that all employees, at all levels, feel supported, feel a sense of belonging, and are equally invested in the success of our shared work. This starts with ensuring that we draw the most talented people from all backgrounds. If your access to educational or extracurricular opportunities has been impacted by factors you would like to make us aware of, please include this information in your cover letter. Altman Solon is an Equal Opportunity Employer and E-Verify user. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status.