Job Overview:The Customer Success Manager (CSM) plays a meaningful role in driving the technological, functional, and strategic success of Arm's largest hyperscaler partners. Acting as a trusted advisor and program leader, the CSM partners closely with customer engineering and cross-functional Arm teams to accelerate adoption of Arm technologies across next-generation hyperscaler silicon deployments.
As a key member of the Strategic Account Team, working alongside Account Managers, Field Application Engineers, Product Leadership, and Engineering, the CSM leads the governance of complex customer engagements. This includes coordinating large-scale initiatives, leading critical dependencies, mitigating program risks and ensuring measurable business outcomes for some of Arm's most important cloud and AI infrastructure Partners.
Responsibilities:- Serve as the primary customer success and program management lead for strategic hyperscaler account(s) headquartered in North America, driving successful deployment and adoption of Arm technologies across cloud infrastructure.
- Lead sophisticated cross-functional engagements involving Partner and Arm engineering, architecture, silicon, software, platform, and operations organizations.
- Lead program reviews, governance meetings, and executive business reviews to ensure alignment on goals, risks, landmarks, and success metrics.
- Own customer success plans, program dashboards, and delivery tracking across multiple workstreams and organizations.
- Coordinate execution across Arm Business Units, engineering teams, product management, and ecosystem partners to ensure timely delivery of customer commitments.
- Proactively identify and resolve technical, operational, and interpersonal blockers that could impact customer success.
- Act as the voice of the customer within Arm, driving internal prioritization and advocacy for key hyperscaler requirements.
- Partner with Account Managers to find opportunities for expanded adoption of Arm technologies and long-term strategic growth.
- Support critical customer concerns and ensure effective communication between customer leadership teams and Arm partners.
- Develop collaborative relationships that strengthen Arm's position within key cloud computing and artificial intelligence infrastructure accounts.
Requirements:- Bachelor's degree in Engineering, Computer Science, or a related technical field.
- 5 - 7 years of experience in Technical Program/Project Management, Applications Engineering, or Strategic Program Management or related technical leadership roles
- Demonstrated success leading large-scale silicon programs involving CPUs, semiconductors, cloud infrastructure, server platforms, AI systems or data center technologies involving multiple engineering teams, executive customers and external partners
- Strong understanding of IP and SoC development lifecycles, hardware/software co-development, system integration and platform enablement processes.
- Excellent collaborator, management and influencing skills, including experience engaging effectively at both engineering and executive levels
- Outstanding interpersonal, communication, and analytical abilities; capable of running meaningful priorities calmly and effectively.
"Preferred" Skills and Experience:- Familiarity with Arm architecture, solutions, tools, and ecosystem.
- Understanding of CPU, System IP and Interconnect, cloud native software stacks, operating systems, virtualization, AI/ML frameworks and datacenter operations
- Program management certifications.
