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.