Customer Success Manager

About Arc

Arc is a rapidly growing luxury tech brand, known for designing the world's most minimalistic phone case, the Arc Pulse. Our roots are in DTC, but our global B2B wholesale channel is now scaling rapidly and becoming a core growth engine for the business.

We are looking for a highly organized, process-driven Customer Success Manager (B2B Wholesale) to own and grow our global wholesale accounts. This role is the operational and relationship engine of our B2B channel: you will be the critical bridge between our clients and our internal Operations team, ensuring flawless execution after every deal is closed.

You will report directly to the Head of Revenue and work closely with our geographically distributed New Business reps. They focus on hunting; you focus on world-class account management, retention, and growth.

What you'll do

Global Account Management & Growth

• Take full ownership of the post-sale relationship for our global portfolio of B2B accounts (distributors and retailers, with a current core market in APAC and rapid expansion in EU and US).

• Drive continuous revenue growth through upselling, cross-selling, product launches, and deepening client relationships.

• Build structured account plans and regular business reviews to identify growth opportunities and risks.

Be the Sales–Ops Bridge

• Own the operational workflow from the moment a purchase order is signed.

• Coordinate product launch timelines, shipping details, inventory statuses, and customs documentation with our Operations team.

• Proactively communicate updates to clients, ensuring they always know what to expect and when.

Execute Our Tiered Partner Program

• Manage the day-to-day operations of our new Tiered Partner Program.

• Track and incentivize partner actions such as premium in-store placement, compliance with brand guidelines, and marketing activations.

• Reward partners with volume discounts, marketing funds, and improved margins based on performance.

Logistics & Supply Chain Troubleshooting

• Act as first line of defense for shipping delays, tax/duty questions, and supply chain issues.

• Translate complex operational realities into clear, reassuring, solution-oriented updates for our retail and distributor partners.

• Collaborate with Operations to resolve blockers quickly while maintaining a premium client experience.

Brand Security & Commercial Compliance

• Act as the guardian of Arc's brand equity across physical and digital retail.

• Monitor distributor and reseller sales channels for unauthorized, discounted, or off-brand activity.

• Firmly but respectfully enforce our brand and commercial guidelines, escalating where necessary.

Experience & Background

• 3–5+ years of experience in Customer Success, B2B Account Management, or Wholesale Operations, preferably in a fast-growing environment.

• Experience with physical goods is strongly preferred: you understand international shipping routes, customs clearance, and the realities of global supply chains. Exceptional SaaS candidates with strong operational exposure will also be considered.

• Proven track record managing and growing a high volume of global B2B accounts (mix of large distributors and high-touch boutique retailers).

Operational & Communication Excellence

• Exceptional operational discipline: you thrive in the details of purchase orders, logistics, and compliance tracking, and you rarely drop a ball.

• Strong stakeholder management skills: you can push back firmly but politely when partners violate guidelines, and align internal teams when friction arises.

• Excellent written and verbal communication skills; additional languages are a strong plus.

Technology & Analytical Profile

• Comfortable working in modern CRM environments and managing structured account pipelines (we are upgrading our tech stack, so adaptability is key).

• Hands-on experience with ERPs and B2B wholesale portals; experience with Rewise and Shopify B2B is a strong plus.

• Data-driven mindset: you use numbers to prioritize accounts, spot opportunities, and report on performance.

Who You Are

• An operational problem-solver and relationship builder at heart. Dropped balls, missed shipments, and sloppy brand representation keep you awake at night.

• You have a strong sense of ownership and take full responsibility for stabilizing the post-sale pipeline and driving account growth.

• You thrive in a fast-paced, high-standards environment and have a genuine interest in luxury tech and premium brands.

• A proactive, structured communicator who can translate complex logistics into clear, digestible updates for busy stakeholders.

• You apply a first-principles approach to learning, and you stay calm and logical even when data is incomplete or changing quickly.