Customer Success Manager (CSM) - Arrow

Arrow by Altman Solon Network Intelligence Platform Customer Success Manager (CSM) Company Description Altman Solon is a strategy consulting group that focuses exclusively on the telecommunications, media and technology (TMT) related sectors. As the largest global TMT strategy firm, we assist clients in fast, high-impact, confident decision making. We enable clients to seize new opportunities, improve performance, and increase shareholder value within complex and converging industries. Arrow by Altman Solon Arrow is Altman Solon’s Network Intelligence platform—purpose-built for telecom operators navigating the largest broadband infrastructure investment cycle in U.S. history. Originally developed to solve network design problems across consulting engagements, Arrow has evolved into a unique offering that combines engineering-grade route optimization with business-side intelligence on competition, revenue forecasting, and investment prioritization. Arrow is now used by leading network operators in the U.S. and Europe across a growing set of use cases—from greenfield fiber planning and BEAD grant strategy, to M&A network diligence, sales territory enablement, and post-build network optimization. As the $42.45B BEAD program moves from planning into deployment—with 44 states having signed award agreements and construction ramping across the country—Arrow sits at the center of how operators plan, prioritize, and execute their builds. This is an inflection point for the platform and the team. The Role 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 Successful CSMs at Arrow are creative, technically fluent, and genuinely curious about how networks get built and operated. You combine analytical rigor with strong communication skills, and you’re comfortable moving between a SQL terminal and an executive stakeholder meeting in the same afternoon. Required Skills & Experience 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 Preferred Skills & Experience 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. We believe that diversity, equity, and inclusion are key principles for the successful operation of any business, and especially ours. We are committed to ensuring that all employees, at all levels, feel supported, feel a sense of belonging, and are equally invested in the success of our shared work. This starts with ensuring that we draw the most talented people from all backgrounds. If your access to educational or extracurricular opportunities has been impacted by factors you would like to make us aware of, please include this information in your cover letter. Altman Solon is an Equal Opportunity Employer and E-Verify user. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status.

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