[Hiring] Customer Success Manager @Altman Solon

Role Description

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

• 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.

Requirements

• 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.