Customer Success Manager

Job Title

Customer Success Manager

Role Summary

The Customer Success Manager (CSM) leads program governance and customer advocacy for Arm’s strategic hyperscaler accounts, coordinating cross-functional engineering, product, and partner teams to accelerate adoption of Arm technologies in cloud and AI infrastructure.

Position is based in San Jose, CA and follows Arm's hybrid working model.

Experience Level

Mid-level — typically 5–7 years of relevant experience in technical program/project management, applications engineering, or strategic program management.

Responsibilities

Lead and manage complex customer engagements to ensure successful delivery and adoption of Arm technologies.

• Serve as the primary customer success and program management lead for strategic hyperscaler account(s).
• Coordinate cross-functional engineering, architecture, silicon, software, platform, and operations teams across Arm and partner organizations.
• Lead program reviews, governance meetings, and executive business reviews; track goals, risks, milestones, and success metrics.
• Own customer success plans, program dashboards, and delivery tracking across multiple workstreams.
• Drive execution across Arm business units, product management, and ecosystem partners to meet customer commitments.
• Identify and resolve technical, operational, and interpersonal blockers affecting outcomes.
• Advocate customer requirements internally and influence prioritization and resourcing.
• Partner with Account Managers to identify opportunities for expanded adoption and long-term growth.
• Manage communication between customer leadership and internal Arm stakeholders during critical escalations.

Requirements

Essential skills, experience, and constraints.

• 5–7 years of experience in technical program/project management, applications engineering, strategic program management, or similar technical leadership roles.
• Demonstrated success leading large-scale silicon programs involving CPUs, semiconductors, cloud infrastructure, server platforms, AI systems, or data center technologies with multiple engineering teams and external partners.
• Strong understanding of IP and SoC development lifecycles, hardware/software co-development, system integration, and platform enablement processes.
• Proven ability to collaborate, influence, and manage across engineering and executive stakeholders.
• Outstanding interpersonal, written and verbal communication, and analytical skills; able to manage priorities calmly and effectively.
• Ability to run governance, program tracking, and executive-level reviews.
• Right to work in the United States without sponsorship (role is not eligible for sponsorship).

Nice-to-have:

• Familiarity with Arm architecture, solutions, tools, and ecosystem.
• Knowledge of CPU, system IP/interconnect, cloud-native software stacks, operating systems, virtualization, AI/ML frameworks, and datacenter operations.
• Program management certifications.

Education Requirements

Bachelor’s degree in Engineering, Computer Science, or a related technical field. Program management certifications are listed as preferred.

About the Company

Company: Arm

Headquarters: Cambridge, United Kingdom

ARM is a global leader in semiconductor and software design, driving innovation in computing technology. The company specializes in designing processors and systems that provide the essential building blocks for electronic devices. ARM's architecture is widely used in smartphones, servers, and IoT devices, and its collaborative culture fosters bold thinking, diversity, and high-impact benefits for its talented workforce.